Customer Service - Team Leader - General Machinery

Job description

• To drive demand and supply management including order change management with customer and factory to enhance service level and on time delivery;
• Build strong customer relationships and CRM by facilitating customer and distributor engagement. Ensure that the CS Team proactively supports the sales team.
• Actively work with CS team and Segment team in reaching BU targets
• Elimination of errors in order execution and process improvement. Risk management by being vigilant on the CS team day today activity
• Create and update Product and Customer Master
• To handle customer complaints and collect customer voice. Proactively drive new and innovative ideas for improving and simplifying existing processes and efficiency optimization.
• Provide Value Added Service solution according to customer s specific requirements, deep dive the root cause to provide better solution which may exceed customer s expectation;
• Ensure Customer Satisfaction Index Survey with respective segment customers & initiate improvement action plan
• Ensure Quality Process compliance and review at regular intervals
• Manage few large / strategic accounts independently
• Ensure continuous development and improvement of team members using Manage, Lead and Coach styles. Demonstrate PAT behaviors and create a culture of PAT within their team.
• Improve customer experience using various digital, automated and innovative solutions.

Skill Set

KPIs

Education & Experience

Skills Required

Word, Outlook, Powerpoint, Crm