Customer Experience & Operations Manager - Auto

Introduction to the Role: Info on BU & Department

The Customer Excellence Manager role exists to create excellence in Customer service & operations for VA Business, creating processes & enhancing adherence, removing ambiguities to ensure a strong communication & robust policy framework around the Invoicing Process, SAP, Returns, Appointment & Separation of Channel Partners. The role is responsible for delivering superior experiences, value and growth for customers.

The role plays a critical role in ensuring smooth operations, efficient execution, and exceptional customer service. Create alternative & problem-solving required for managing a network of 350+ channel partners & 150+ Key accounts.

Job Roles & Responsibilities

Team Management:

- Lead, mentor, & manage the operations & Service teams to excel & innovate the ways of working.

- Provide ongoing training and development opportunities for the team to enhance their skills.

- Build succession plan for self.

Operational Efficiency

- Leading efficient and accurate handling of customer orders /schedules/queries.

- Order Processing: Oversee order fulfilment, from order receipt to delivery, ensuring accuracy and timeliness.

- Inventory Management: Collaborate with inventory teams to optimize stock levels, minimize shortages, and prevent excess inventory.

- Logistics Coordination: Coordinate transportation, warehousing, and distribution logistics to ensure seamless execution.

Process Optimization:

- Continuously evaluate operational processes, identifying bottlenecks and implementing efficiency enhancements. Monitor the progress and ensure complete execution of the order till delivery to the Customer.

- Coordinate with supply chain planner (domestic & overseas) as and when required for timely delivery of material and to ensure no line stoppage at the customer end.

- Proactively engage Customers with the purpose of building and nurturing excellent relationships and enhancing their Experience with SKF through regular calls, customer visits etc.

- Hands-on to use multiple platforms for efficiency, identify and implement process improvements.

- Monitor and analyze customer service metrics to identify areas for improvement and implement strategies for enhancing customer satisfaction.

- Collaborate with other departments to address customer concerns and improve overall customer experience.

KPI Measurements:

- The impact created on Net Realisation, Reducing Skew in Month Ends, ensuring maximised fulfilment & invoicing, and Delivery.

- Minimization of complaints, Reduction of TAT, Cust Sat score improvement.

- Timely closures to open issues & challenges.

Competencies:

- Good verbal communication and presentation skills, analytical capabilities for managing data-based decision-making.

- Strong Collaborative problem-solving skills and knowledge of SAP, CRM, Operations & customer service.

- Proven track record in strategic & Transformative roles.

- Basic understanding of logistics at a distributor point to optimize the supply chain and improve the distribution network.

Education & Experience:

- Graduation/ B.E / B. Tech /Graduation

- Experience 10 years in Sales & Distribution with Exposure in Sales Operations, Customer Experience, Supply Chain, and MIS preferred.

- MBA (Preferred)

- Open for Diverse candidates

- Age: 28 to 37