Manager - Customer Service Group - Industrial/Consumer Goods

We are pleased to introduce ourself as a reputed Executive Search Agency based at Delhi by the name of OPTIONS INDIA .We handle recruitments in the FMCG industry and have catered to companies like- Nestle India, Dabur, Pepsico, Frito Lay India, 3M, Agrotech Foods, Johnson & Johnson, Reckitt Benckiser, TATA Tea, Perfetti, Glaxo Smithkline etc.

We are currently looking for a Manager -Customer Service with the topmost fortune 500 MNC in HVAC, Air Filtration and Industrial Consumables. The position is to be based at Gurgaon.

Company Profile:

Our client is a world leading Swedish MNC 24 with production units and R&D centres in four countries in the Americas, Europe and the Asia-Pacific region. It operates with business activities and customers in more than 100 countries across six continents. It is rated among the World's top Companies in their product category. It has a very diversified portfolio of strong brands and leading market shares in all product categories. It employs the best talent worldwide.

Job Profile:

Job summary and key objectives

- To assists Customer Service Head on matters related to day to day operation within the department

- To liaise with customer on all inquiries.

- Checking the specification, pricing and delivery time on products made and sourced within the Group.

- To generate Quotation. Prepare/Review Quotation Summary.

- Monitoring the delivery and invoicing within the department.

- Review the Sales Order Monitoring report. Report the Book Order and Invoiced value.

- To provide training on products and matters related to customer service.

- To manage customer complaints professionally.

- Managing various business segments through call/email along with top management escalation within the stipulated TAT.

- Competitor Analysis to review the market scenarios and handling of new product launches, service components and policies, to provide great customer experience for the brand with multiple product lines.

- Responsible for increase in customer acquisition, reduction of churn and retention strategies to ensure minimum loss of revenue.

- Identifying the GAP areas (for all majorly Customer Oriented departments like Customer care, Customer services, Sales Marketing etc.), sharing the new ideas with management and working towards to implement.

- Preparing and Presenting the Monthly reviews, Cost-benefit analysis, Revenue impact and generation analysis, Customer feedback survey analysis, retention analysis, customer experience analysis etc.

Know-how (Education, Work Experience and Business knowledge)

- Industry experience of 8 - 12 years in Customer Service

Skills (Problem-solving requirements, people skills requirements)

- Leadership Skills, Interpersonal Skills, Interfacing Skills

- Analytical & Data Interpretation Skills

- Effective presentation & communication (both oral and written)

- Strategic Orientation

Fluency in Englishand Hindi preferred.

- Strong customer service focus.

- Good communication skills

Desired skills, knowledge and experience (nature):

- Ability to work within a team environment both in country and in overseas suppliers

- Confident, able to communicate clearly and escalate issues

- High degree of resilience

- Commercial Acumen

Job Location: Gurgaon

Salary: Around Rs. 10.0 to 12.0 Lpa

For this we require you to furnish the following details:

- Your latest updated CV as a word attachment.

- Your current & expected salary package.

- Your willingness to relocate to /work in Gurgaon

- Notice period in your current organisation

Lalit Sharma
Options India Group