Customer Relationship Officer

2 days ago

Patia Bhubaneswar Orissa, India We're hiring for a Fortune 500 manufacturing company in the HVAC space Full time ₹ 4,00,000 per year

Designation : Customer Relationship Officer

Location: Bhubaneswar

Department: Service Operations

Apply now and be part of a team driving service excellence

Are you a proactive, detail-oriented professional with a passion for customer service and operations? We're looking for a Customer Relationship Officer to join our Service Operations team in Bhubaneswar.

About the Role:

As a Customer Relationship Officer, you will be the first point of contact for our customers and dealers, ensuring smooth service operations, coordinating with internal teams, supporting dealer networks, and contributing to branch performance and customer satisfaction.

Key Responsibilities:

  1. Serve as the first point of contact for customers and dealers
  2. Track and follow up on all service calls to ensure TAT compliance
  3. Manage and validate PM reports for Key Account (KA) customers
  4. Allocate unidentified service calls
  5. Support dealers with CCN processes: call booking, allocation, equipment registration, spare part indenting, and call closure
  6. Communicate with the channel for spare part availability and claim processing
  7. Assist dealers with part code identification and selection in CCN
  8. Collect and maintain branch performance documents (e.g., JRA, audits, trainings, etc.) via MS Forms (Service MIS)
  9. Respond to customer queries via transactional emails
  10. Track Mobility & EFS systems to ensure 100% technician activation and >95% call closure
  11. Coordinate with service managers for spare part approvals and delivery tracking
  12. Follow up on CCN errors and initiate corrections
  13. Customer code creation and STO/STI follow-ups
  14. Collaborate closely with the Branch Service Manager and service team to improve rankings
  15. Share Do & Charge quotations as per Rate Contracts with KA customers

Qualifications:

  • Graduate in any discipline (Technical background preferred)

3–4 years of experience in customer support, service coordination, or operations

Experience with dealer networks or service channels is an advantage

Skills We're Looking For:

  • Strong communication and interpersonal skills
  • Proficiency in MS Office (Excel, Word, Outlook)
  • Familiarity with CRM/ERP tools (e.g., CCN, SAP)
  • Excellent organization and follow-up ability
  • Analytical thinking and problem-solving mindset

Job Type: Full-time

Pay: Up to ₹400,000.00 per year

Benefits:

  • Provident Fund

Language:

  • English (Preferred)

Work Location: In person

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