Pidilite - Manager - Customer Support

Customer Support Manager:

Job Description:

Appointment & Induction :

- Build a robust data bank of WSS across towns, by working closely with the sales team and connecting with channel partners of different organizations.

- Identifying distribution gaps in towns/cities and bridging the same by appointing the right channel partner.

- Predicting channel partner churn and proactively providing a list of WSS to the sales team as an alternate WSS as per WSS appointment process.

- Execute the appointment processes as per the WSS appointment workflow.

WSS Training :

- Create an annual Training calendar in consultation with ZSMs.

- Impart training to all new WSS and organize refreshers for existing WSS as per the calendar.

Insights on WSS Discontinuation :

Pre-Discontinuation Counseling - To prevent voluntary discontinuation

WSS Exit interviews: Execute Exit interviews for all Discontinued WSS; develop key insights for process/policy improvements.

- WSS Attrition analysis: Analyse reasons for WSS attrition and suggest input on policies, ways of working.

Field support responsibilities

- Ensure seamless full and final settlement process for the outgoing partner and onboarding process for the new channel partner.

- Legal support:- Post decision to go legal (by Sales/Legal teams), ensure following

- Collate/provide documentation required for filing legal suit in time for any potential litigation. Coordinate with legal team, lawyers, police & local authorities

Commercial Policy adherence :

- CSMs would drive compliance / escalate exceptions to ZSM/DDM and chronic exceptions to NSM/PSM.

- WSS Management audits/Insight generation: Audit WSS compliance with respect to (a) SASH, (b) WSS automation (c) competition, (d) WSS Portal usage (e) infrastructure of the WSS.

- Review/Analyze and Action critical activities impacting the WSS service levels

Logistics b) BM/TSI service issues c) Accounts - statements, PDC management d) others competition activity at the dealers. Discuss audit finding with BM/ZSM/RSM, publish the audit findings and agreed action plan with timelines to the respective stakeholders.

- Provide feedback to DDM on HO related issues and work with the ZSM on issue resolution concerning the field teams/WSS/dealers.

- WSS Call log management

- Identify and bridge the concerns faced by the WSS, ensure the same are logged at the WSS service cell.

- The Candidate needs to be afrom a premier institute with 2 year of sales experience.

Experience - 2-5years

Location- Chennai

Qualification : MBA

Industry : 

- FMCG/Telecom (prepaid Distribution). Candidates who have a sales and distribution background.

- Candidates who have done or currently managing corporate roles in sales and distribution.