Customer Service Manager for Refrigeration Supply Chain Solutions

4 weeks ago

Shimoga, Karnataka, India Tessol (Sustainable Cold Chain) Full time

Are you a results-driven professional seeking a challenging role in the cold chain industry?

We are looking for an experienced Customer Service Manager to join our team at Tessol (Sustainable Cold Chain). In this role, you will be responsible for managing and ensuring high levels of customer satisfaction by providing proactive resolution of issues.

Key Responsibilities:

  • Identify, organize, and coordinate all service-related work, including scheduling and prioritizing of manpower and materials to resolve customer complaints and meet committed complaint resolution schedules.
  • Field and plan for timely dispatch of Service calls. Plan Service calls based on the capabilities of available technicians, the known or expected complexity of the perceived work, and the planned and/or promised completion time/date.
  • Ensure customer satisfaction and loyalty by having clear, concise communications directly with customers, vendors, and suppliers to provide accurate information on job or project status and needs.
  • Create Service and Maintenance schedules.
  • Coordinate with Operations team to order and track materials required for quoted jobs and scheduled Maintenance.
  • Review, edit, and price service reports.
  • Prepare and assist with estimates for equipment, materials, projects, and services, and develop proposals for presentation to customers based on preliminary site review and analysis of project with customer.
  • Prepare new or renewal Maintenance Agreements.
  • Review technicians' work to ensure quality meets established standards.
  • Recruit and hire capable field technicians.
  • Organize training and ongoing support for install teams.
  • Provide technical support for HVAC technicians.
  • Ensure technician licenses and certificates are renewed and kept up to date.
  • Ensure compliance with Occupational Health and Safety Act.
  • Comply with service standards, work instructions, and customers' requirements.

Required Skills and Qualifications:

  • B.Tech in Mechanical Engineering/Diploma with 5 years Field Experience/ITI with 10 years' experience in Refrigeration & Air Conditioning with minimum 5 years' experience in a similar role.
  • Good understanding of MS Office, and advanced Excel.
  • Prior experience in Refrigeration & Cold Chain industry is preferred with a good understanding of advanced principles of air conditioning, refrigeration, and heating.
  • Prior In-field technician experience will be considered an asset.
  • Candidates must also have strong oral and written communication skills and should be able to liaise effectively with cross-functional teams and all stakeholders.
  • Candidates should be results- and goal-oriented and driven by a desire to satisfy customers and provide a high level of customer service.
  • Candidates must be willing to follow-up with all stakeholders in a timely manner and deliver on commitments internal and external.
  • Candidates should be willing and able to build strong customer relationships.
  • Candidates should be willing to communicate value and sell service & equipment.
  • Candidates should be willing to travel extensively nationally and internationally and field after-hour calls if required.

Benefits:

  • A competitive salary of ₹80,000 - ₹1,20,000 per month.
  • Opportunities for growth and development within the company.
  • A dynamic and supportive work environment.
  • Recognition and rewards for outstanding performance.

Others:

  • Tessol is a leading provider of end-to-end cold chain mobility and monitoring solutions.
  • We have a strong presence in the food supply chain, pharma, OEM, supply chain, and logistics industries.
  • Our solutions include cold storage, cold chain transportation, cold chain packaging, and IoT cold chain monitoring.
  • We are committed to sustainability and reducing our carbon footprint.

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