National Manager - Customer Service Center - Mfg

We are looking for a National Manager - Customer Service Center who will take care of the entire setup of Service team from scratch.

Below is the complete JD mentioned along with few more information which we are looking in the desired candidate.

- Heading India Customer Service center(CSC) operations delivery & ensuring all the CTQs - Critical to Quality are consistently met.

- Drive customer service and on-time delivery in the region, which takes close cooperation with manufacturing segment & Global Service.

- Manage and lead a proactive Customer Service, e.g. give customers relevant information when you have it rather than wait for their requests

- Drive Customer Service Support team to handle calls / emails / chats on website / other communications and will be responsible for

- Set and drive KPIs for running the front

- Inbound calls from customers with queries to provide product information i.e. code, specification, application, price, delivery time, etc), Product selection / configuration, Negotiations/Quotations/ Contracts, Marketing communication campaign info etc

- Responsible for Inventory check, Order status, Credit/Payment check, Delivery status, Delivery note, Invoice etc.

- After Sales service, Complaint handling, Goods return / technical passports / datasheets, Technical service (Installation, testing, maintenance, trouble shooting, etc)

- Maintains and improves call centre operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.

Desired candidates:

- 10-12 years, particularly minimum 4 years in managing and leading front line customer service teams with a proven track record developing relationships with customers preferably from an engineering industry

- Strong Oral Communication & Interpersonal Skills.

- Strong ability to prioritize, develop business cases for budgets and resource investments, align multiple sales units towards common business development goals.

- Good exposure to CRM tools, hard and software, familiar with Microsoft and other IT tools.

- People management skills, should have handled teams of 4 to 5 members.

- Experienced user of new technologies to maintain and improve customer relations.

- Designed and conducted on the job training and learning.