Customer Service Manager - B2C

Position Open for Customer Service Manager-B2C with a Leading Lubricant company in Mumbai.

The Arena will be All Distributors, Retail, Workshops, Forecourts, Modern Trade, MCO FW and MCO IWS (including CASA) outlets across India. The incumbent would be responsible for the facets of customer management function for all channels and would be required to streamline and automate to make the current process much more robust. Typically gets the data and collation done thru his team Of Customer Service Executives and manages conversations with marketing, finance, audit as well as sales teams.
To be the critical Interface between Head Office and the Sales Functions operating out of the regions. This person will be responsible for all the back end support that the sales team may require to guarantee sales. A key responsibility would include clearing distributor claims pertaining to B2C & B2B channel in a timely fashion and develop a future actionable plan to automate & simplify the same. The incumbent would be the single point for communication of all trade and channel initiatives to the sales team and thus would require to play a role in creation and execution of the same wherever required.

KRAs-

- Communicate all Marketing initiatives consistently. Demand Generation Activities in B2C to be standardized and linked with Brand support plans; Coordination of all Promotions, etc. Custodian of Brand & Customer Marketing Budgets for B2C(ASP tool management & provisions)

- Support SOM in Projects/Sales Development activities for Sales Function improvement like Sales force automation (PDA rollout and Database Management for B2C(New Turfview rollout) etc.,

- Design & Automate processes related to Customer queries of all natures (Promotions, ASP, damages etc).Define SLA’s and turn around times for all queries of customers.

- Design and implement tools for easier reporting of Marketing activities & field empowerment activities and settlement of budgets for the same.

- Provide support and collaterals for Bike Points and CASA.

- Ensure claims are cleared on time and within budgets. Responsible for claim management of all B2C & B2B claims from distributors, modern trade and Reliance, Essar, etc.

- Responsible for all B2C & B2B Provisions

Interested candidates can send their profiles at pranita@careeristindia.com

REGARDS-Pranita Priya
9560395724