Customer Service Manager

Customer Service Manager

ORGANIZATIONAL STRUCUTRE

BUSINESS: CIRCOR Industrial

LOCATION: Coimbatore, India

DIRECT REPORTING: Director - Sales & Service

MATRIX REPORTING: Director - After Market Sales & Service

POSITION DETAILS

Position Summary

The Customer Service Manager is responsible for maintaining and driving customer satisfaction by establishing a professional and positive relationship with assigned customers and internal stakeholders throughout the life cycle of post order, order booking to payment collection.

Principal Activities

• Drive customer intimacy through market feedback analysis
• Improve customer satisfaction level from the current level
• Manage and drive the customer service team effectively to meet the functional KPI’s
• Manage and report the order booking for management through booking dashboard
• Respond promptly to customer requests, calls, emails and drive customer satisfaction
• Review customer master creation forms and ensure proper customer onboarding in ERP
• Responsible for order booking and cancellation process as per business guidelines
• Ensure sales order booking in ERP is clear and accurate as per customer order by performing the contract review process meticulously
• Participate in the internal order review process CORB, at the time of order transfer for execution
• Ensure Sale Order Acknowledgement is provided to customer within defined timelines
• Perform open order review with team members and participate in SIOP meetings to drive the customer delivery needs.
• Oversee the dispatch co-ordination and monitor documentation control against the orders and shipment to enable the payment collection within agreed due date.
• Handling any post order customer queries, expedite request and customer complaints, to be communicated with the internal teams and drive for resolution.
• Open communication with team members to share information and knowledge to drive customer satisfaction
• Follow established guidelines and monitor all activities within the function as per KPI Metrices
• Responsible for all reports with respect to order booking, customer order status, delivery and other MIS reports as required by management time to time
• Work with multiple systems including databases and customer portals (GE, BH, BHEL, GRSE, MDL, L&T, Thyssen etc.)

CANDIDATE REQUIREMENTS

Knowledge Skills & Abilities

• Ideally experienced in proactive customer service, good inside sales approach and business understanding with ability to multi-task creatively and resolve issues
• Good communication and interpersonal skills
• Excellent leadership skills with an ability to work with diverse teams in multiple locations
• Excellent in data management and analysis
• Strong project management skills, including the ability to prioritize, balance, and manage multiple efforts
• Good analytical skills and solution-driven thinking
• Ability to communicate effectively across mediums, audiences, and situations
• Ability to drive the internal teams to drive customer satisfaction
• Demonstrate personal ownership for tasks and follow through till completion
• Good to have customer web portal knowledge and other major OEM portal experience
• Knowledge of and experience in working with customer and industry-specific requirements/standards will be an added advantage
• Thorough knowledge of MS Office, CRM and other applicable tools

Education & Experience

• Engineering Graduate with specialization in Mechanical/Diploma in Mechanical Engineering with MBA
• 10 to 12 Years of experience in Customer Service/Inside Sales/Project Management function
• Experience of handling international customers in US, Europe and Middle East will be an added advantage

CIRCOR is an EEO Employer of Females/ Minorities/ Veterans/ Individuals with Disabilities