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Job Requirements of Customer Service Manager:
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
Do you meet the requirements for this job?
Customer Service Manager
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.)
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
Recommended Skills
- Analytical
- Communication
- Customer Relationship Management
- Customer Satisfaction
- Customer Service
- Data Management
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Job ID: 16755/3875/18706
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