Internal Customer Service

**Job Requirements**

This role is responsible for leading customer service for ISCM eyecare division in line with Company guidelines and policies with the objective of meeting the after-sales service goals of quality, delivery, cost, process optimization.

This role is responsible for leading customer service for Bought out and In-house products pertaining to Eyecare division in line with Company guidelines and procedures with the objective of meeting ISCM goals of Quality, Cost, Ontime delivery.

**Reports To: Chief Manufacturing Officer, Eyecare Division**

**Interfaces**
- ** External Interfaces-**

Franchisees & Vendors
- ** Internal Interfaces-**

Stores & Sales force, Sourcing, Ware housing & Logistics, Manufacturing heads - Lens & Frames, ISCM Council, PPC, HR / IT / Finance/ Admin team

Expected Process Contributions
- Alignment Management
- Monitor and review alignment deliverables, assess effectiveness
- Coordinate with Internal stakeholders with Manufacturing, PPC Warehousing & Logistics, to ensure consignments are delivered to the primary and secondary customers like store, CFL, Hubs on time
- Coordinate with Sourcing team for delivery alignment of vendors for order placed - Lens & Contact lens.
- Coordinate with Franchisees and sales team to ensure delivery alignment on time - Frame, Sunglasses, Contact lens, Lens, Spares & consumables to primary and secondary customers as per the defined SLA of TAT.
- Priority order management - Critical orders to follow up and ensure delivery to the customers.
- Ensure stock are maintained at various locations and delivery hubs as to ensure planned alignment is met
- Dailys alert to different stakeholder on delays.
- Conduct benchmarking studies and drive implementation of identified best practices including cost optimization
- Engage team in continuous improvement programs (Kaizen, Six Sigma, 5S, World Class Manufacturing etc).
- Complaints Management
- Track, monitor any customer complaints that arises from stakeholders such as stores, franchisees and end customers.
- Connect with relevant stakeholders to ensure complaints are resolved within stipulated time
- CAPA for complaints together with the ISCM - Council, to ensure reduction of complaints
- Review the open compliant and ensure closure, ensure reduction of long pending complaints
- Customer relationship management
- Ensure calls and queries are addressed on time
- Track, Monitor and improve the query resolution and attending of issues, zero drop calls.
- Manage customer query escalation matrix and ensure issues are addressed on time
- Ensure connect, develop and ongoing customer relationship with various stakeholders to better relationship and query resolution
- Scan market to identify new technologies & upgrade customer service solutions
- People management
- Foster high level of employee engagement and retention of talent
- Support leadership & functional capability building initiatives to facilitate succession planning for critical roles within the department
- Identify training needs for the team and follow-up with the corporate training team to ensure delivery
- Monitor and review performance parameters of the team and provide feedback on frequent basis to the team members
- Provide subordinates with adequate exposure and growth opportunities to enable readiness for higher roles
- Ensure periodic follow-up with the recruitment team to fill the vacant positions within stipulated time; in case of deviations escalate it to appropriate authority

**Work Experience**

Behavioural Skills
- High level of professionalism, integrity and commitment
- Ability to influence key stakeholders
- Good communication & interpersonal skills
- Ability to manage time and prioritise effectively
- Ability to analyse complex data, draw connections and advocate a coherent strategy for improvement

Knowledge
- Customer service Management & Development
- Knowledge of MS Office, Power BI
- SAP