Customer Service Manager

and Responsibilities

Customer Service Manager

BUSINESS: CIRCOR Industrial

LOCATION: Coimbatore, India

DIRECT REPORTING: Head Sales (Industrial Valves)

FUNCTIONAL REPORTING: NA

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.)

Requirements

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