Customer Experience Manager

3 weeks ago


Ghaziabad, Uttar Pradesh, India Ingersoll Rand Full time

Job Summary

The Customer Experience Manager will oversee the management of customer orders from placement to invoicing, ensuring 100% customer satisfaction through multiple channels. This role requires excellent communication and problem-solving skills to coordinate order flow activities across departments and geographical locations.

Key Responsibilities

  1. Provide high-level account management to customers.
  2. Manage customer orders from placement to invoicing through multiple channels.
  3. Work with demand management to satisfy customers' required delivery dates.
  4. Manage customer expectations by clearly communicating commitments and keeping customers informed of order status.
  5. Provide customer support for pre-order activities, including pricing, availability, and technical specifications.
  6. Ownership of customer feedback and queries, resolving issues proactively.
  7. Process customer orders, including promise dates, order entry, and collaboration with supply chain and operations.
  8. Ensure requested support meets monthly revenue targets.
  9. Process claims and product returns in line with Business Unit policies and initiate corrective actions.
  10. Coordinate cancellation requests with suppliers/customers to avoid discrepancies/excess inventory.
  11. Support and train distributors on order entry applications.
  12. Identify improvements using Lean Principles methodology.
  13. Liaise with plant to improve delivery dates.
  14. Respond to technical questions or refer them to appropriate functions.
  15. Evaluate customer issues requiring complex cross-functional resolution through the IR CAPA system.
  16. Represent Ingersoll Rand professionally and courteously to customers, ensuring service excellence and customer satisfaction.


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