Warehouse CRM Manager

5 days ago


Chennai, Tamil Nadu, India Royal Enfield Full time
{"Job Overview": "As a Senior Executive at Royal Enfield, you will be responsible for handling the CRM function and supporting the Audit function at CWH, Indospace Facility. Your primary focus will be on reducing customer complaints and claims to ensure 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 internal and external stakeholders for claim closure and resolution
  • Customer complaint acknowledgment and resolution initiation process within 2 hrs from recipients of complaints
  • Ensuring and sustaining customer complaints ageing (Pending closure) not more than 3 days
  • Collaborating with internal stakeholders at CWH and the procurement team for 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 customers for proposing corrective measures to the packaging team for development changes
  • Customer feedback and technical quality-related calls to prioritized customers to know service level efficiency and improvements for strengthening the process
  • Packing audits to minimize packing anomalies to reduce customer complaints and claims
  • Expertise and knowledge of IMS processes and practices
  • MIS and Reports - Daily/Weekly and Monthly
  • Customer credit and debit process
  • SAP knowledge on WH domains
  • Strong knowledge of data analytics and reporting
  • Strong oral and written communication skills
", "Requirements": "
  • 2 to 5 years of experience
  • Preferential experience in Automotive components and Supply chain
", "Work Experience": "Bachelor's degree (Full Time)", "Education": "The incumbent shall have experience in handling CRM functions and supporting Audit functions at a facility.", "Location": "The position will be based at CWH, Indospace Facility.", "Job Purpose": "The position is responsible for handling the CRM function and supporting the Audit function at CWH, Indospace Facility.", "Job Requirements": "The incumbent shall have experience in handling CRM functions and supporting Audit functions at a facility.", "Job Description": "The position is responsible for handling the CRM function and supporting the Audit function at CWH, Indospace Facility.", "Job Grade": "Senior Executive", "Reports To": "Deputy Manager - Audit/CRM"}
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