Customer Account Manager

Role

Customer Account Manager Project (Long Product).

Location

Mumbai.

Purpose - Why does this role exist ?

A middle level position responsible for Project business for assigned geography covering parts of Tamilnadu and Pondicherry states, through set of project customers.

Proficient in Customer Account Management process and achieve sales objectives (ABP) sales & revenue targets for the Project segment for long products, strategic sales planning & execution, Identify untapped geographies/ segments and develop key account for direct customer as per plan.

Effective, sales forecasting and inventory management for the Chennai Yard and plant location to service assigned customers. Complaint management on end to end basis along with Application Engineer team to drive for the commercial closure within stipulated norm on a continuous basis. Liaising and efficiently preparing the Market Intelligence report for understanding of competition positioning with respect to price, inventory and activities carried out in the assigned geography.

Key Result Areas (Key Performance Indicators)

• OEM Sales for Long products (TMT) in project segment for Chennai and Pondicherry region
• Credit control to keep the credit exposure within stipulated guidelines
• Performance Analysis and MOU management for the customers
• Driving Customer Relationship by way of higher level engagement
• Developing Cut & Bend Facility through external processing agency route
• Inventory Management of TMT and Chennai yard and to keep the aging under control as per guidelines
• OEM Financer Management for the region to enhance reach and increase share of business
• Complaint Management & Resolution through CCMS process for Project customers within laid norms
• Customer Satisfaction and management to attain desired customer satisfaction index at product as well as company level
• Competition Tracking to understand and analyze their pricing, market strategy and business share

Critical Tasks

KRAs and Key Activities

Regional Project Sales for Long Products

Drive sales of long products to Project customers in the assigned territory. Make annual/quarterly/monthly sales plan, sign MOU to secure share of business, set high standard of service level, formulate and execute strategies to achieve sales. Drive to achieve sales/NSR/Collection targets

Customer & End Customer Relationship Management

Manage relationship with the customers across all levels and departments. Drive Customer Relationship Program for brand promotion, timely product approvals and favorable credit and supply norms. Drive cross functional teams for end to end solutions to the customer. Facilitate meetings of Sales Leadership team with senior leadership of end customer for high level relationship building.

Credit Control for Regional

To ensure credit ageing as per company policy. Recommend / withdraw credit limits for customers.

MoU & Contract Management

Drive MoU planning & monitoring for project segment to secure at least 75% of ABP volume. MoU performance & variation analysis. Manage tripartite contracts between JSW, customer and financer. Manage OEM Financers and channel finance with Bankers

Market & Product Development / product approval

Develop new large customers in the region and drive product development for customers.. Exhibition and seminar participation. Liaison with marketing team for effectiveness marketing and brand promotion in related markets and segments. Demand projections. Driving Specification work with Govt bodies/consultants/ Architects statutory bodies & departments to ensure JSW products are specified for projects to enable it to participate in tenders and projects.

Inventory,Stock management and OTIF

Manage inventory levels of finished product at Chennai yards . Manage stock within age norms. Drive OTIF by liaisoning with related departments like CSD, PPC, Finance and SCM.

Complaint management and resolution (CCMS)

Work closely with all concerned departments under guiding frame of CCMS for timely resolution of complaints. Ensure no open complaints beyond the timelines defined as per company policy. Ensure closure of complaints as in RCFT/CCFT within stipulated norms

Customer Satisfaction and management

Ensure highest levels of customer satisfaction to ensure high CSI scores as per CSI survery and action plan. Work closely with plant teams to ensure customer delight

Competition tracking

Continuous competition assessment on, pricing & Service strategies. Provide key inputs towards short term/medium term plans/investments related to new projects, tenders etc.

Decision making authority (Decisions expected)

• Annual / Monthly Sales planning for the customers
• Production Orders & Stock levels at Chennai yard for TMT
• Prioritization & Allocation of finished goods
• Price / discount recommendation
• Complaint management through CCMS process
• Recommend MoU customers / quantity / deviation

Educational Background and Work Experience

• MBA preferably with Mechanical/Metallurgical engineering from a premier institute.
• Minimum 05 years overall experience including front end sales role with experience in managing sales and project customers.

Competencies

Interpersonal effectiveness, Ownership & Drive for results, Decision Making & Problem solving, Negotiation, Creative & Innovation, Techno-commercial Acumen, Contract Management, Presentation & communication Skills, Strong Performance Bias, Sales Planning, Managing Profitability and NSR

Key Success Factors Challenges

• Product & market knowledge

• Timely intervention to counter competition

• Strategic and Analytical thinking

• Negotiation Skills & conflict resolution