Customer Service Manager

3 weeks ago

Delhi, India CIRCOR International, Inc. Full time
Job Description and Responsibilities

Customer Service Manager

BUSINESS: CIRCOR Industrial

LOCATION: Coimbatore, India

DIRECT REPORTING: Head Sales (Industrial Valves)

FUNCTIONAL REPORTING: NA

POSITION DETAILS

Position Summary

The Customer Service Manager is responsible for maintaining and driving customer satisfaction by establishing a professional and positive relationship with assigned customers and internal stakeholders throughout the life cycle of post order, order booking to payment collection.

Principal Activities

- Drive customer intimacy through market feedback analysis- Improve customer satisfaction level from the current level- Manage and drive the customer service team effectively to meet the functional KPI’s- Manage and report the order booking for management through booking dashboard- Respond promptly to customer requests, calls, emails and drive customer satisfaction- Review customer master creation forms and ensure proper customer onboarding in ERP- Responsible for order booking and cancellation process as per business guidelines- Ensure sales order booking in ERP is clear and accurate as per customer order by performing the contract review process meticulously- Participate in the internal order review process CORB, at the time of order transfer for execution- Ensure Sale Order Acknowledgement is provided to customer within defined timelines- Perform open order review with team members and participate in SIOP meetings to drive the customer delivery needs.- Oversee the dispatch co-ordination and monitor documentation control against the orders and shipment to enable the payment collection within agreed due date.- Handling any post order customer queries, expedite request and customer complaints, to be communicated with the internal teams and drive for resolution.- Open communication with team members to share information and knowledge to drive customer satisfaction- Follow established guidelines and monitor all activities within the function as per KPI Metrices- Responsible for all reports with respect to order booking, customer order status, delivery and other MIS reports as required by management time to time- Work with multiple systems including databases and customer portals (GE, BH, BHEL, GRSE, MDL, L&T, Thyssen etc.)

Requirements

CANDIDATE REQUIREMENTS

Knowledge Skills & Abilities

- Ideally experienced in proactive customer service, good inside sales approach and business understanding with ability to multi-task creatively and resolve issues- Good communication and interpersonal skills- Excellent leadership skills with an ability to work with diverse teams in multiple locations- Excellent in data management and analysis- Strong project management skills, including the ability to prioritize, balance, and manage multiple efforts- Good analytical skills and solution-driven thinking- Ability to communicate effectively across mediums, audiences, and situations- Ability to drive the internal teams to drive customer satisfaction- Demonstrate personal ownership for tasks and follow through till completion- Good to have customer web portal knowledge and other major OEM portal experience- Knowledge of and experience in working with customer and industry-specific requirements/standards will be an added advantage- Thorough knowledge of MS Office, CRM and other applicable tools

Education & Experience

- Engineering Graduate with specialization in Mechanical/Diploma in Mechanical Engineering with MBA- 10 to 12 Years of experience in Customer Service/Inside Sales/Project Management function- Experience of handling international customers in US, Europe and Middle East will be an added advantage

CIRCOR is an EEO Employer of Females / Minorities / Veterans / Individuals with Disabilities

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