Senior Executive

6 days ago

chennai, India Royal Enfield Full time
Job Requirements

Position title

Senior Executive - Warehouse CRM 

 

Reports to

Deputy Manager - Audit/CRM

 

Job grade

Senior Executive

 

Location

Oragadam, Chennai

 

Job Purpose

The incumbent shall be handling the CRM function and supporting the Audit function at CWH, Indospace Facility with a prime focus on reducing the overall customer complaints and claims to strive for a customer delight experience during the claim and complaint resolution process.

 

Key Responsibilities

  • Administration and custodian of WH claim and customer resolution process for all WH across the country
  • Customer claim management - Connecting with all internal and external stakeholders for claim closure and resolution.
  • Customer complaint acknowledgment and resolution initiation process to be taken within 2 hrs from recipients of complaints.
  • Ensuring and sustaining the customer complaints ageing (Pending closure) not more than 3 days.
  • Collaborating with internal stakeholders at CWH and the procurement team for the closure of pending parts shipment to customers for unavailability of parts 
  • Initiation of the Sales return process and adherence to laid-on practices on transit damage and Shipment of wrong parts.
  • Analyzing and comprehending repetitive claims and complaints from the customer proposing the corrective measures to the packaging team for development changes.
  • Customer feedback and technical quality-related calls to the prioritized customers to know the service level efficiency and improvements for strengthening the process.
  • Packing audits to minimize packing anomalies to reduce the overall customer complaints and claims. 
  • Expertise and knowledge of IMS processes and practices 
  • knowledge on MIS and Reports - Daily/Weekly and Monthly 
  • Knowledge of customer credit and debit process
  • Knowledge of SAP on WH Domains
  • Should have strong knowledge of data analytics and reporting.
  • Should have strong oral and written communication skills

Work Experience

Education

Bachelor’s degree (Full Time)

 

Experience

  • 2 to 5 years of experience
  • Preferential experience Automotive components and Supply chain

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