Internal Customer Service

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

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