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