Senior Customer Service Manager - After Markets - Equipment Manufacturing Firm

We are looking for a Sr. Customer Service Manager with 8- 12 years of experience in managing Spares Order Management function and minimum of 2 - 4 years of supervisory experience in multinational high technology corporation in Spares Order Management & customer service function

Educational: Bachelor degree in Business Administration, Production or Industrial Engineering

Primary Responsibilities:

- Responsible for managing Spares Order Management function and drive interaction with customers and/or service representatives to handle a variety of pre-sales or post-sales service functions

Providing timely transactional support of Customer POs and customer consignment orders

Supporting Customer-Owned-Material (COM) order types, partner with Repair Operations to finalize on supplier costs in order to receive customer approval, and partner with both Reverse Logistics and Repair Operations to ensure timely order fulfillment.

Order management support for all relevant spares order types that originate from regions during their off-business hours

- Responsible for team deliverable for ensuring efficiency & effective of the work with company standard of quality

- Analyzes reports and metrics for deviation from plan, reconciles data variances and uses that information to guide the identification of root cause and execution of corrective action activities to deliver system capability, improvement, process redesign & implement changes

- Report & present weekly, monthly and quarterly reports, including KPI's (Key Performance Indicators) and Operational Metrics

- Supports Annual Operating Plan initiatives for Global Spares and is actively involved in continuous improvement efforts.

- Recruit, assimilate, coach new customer service team members in accordance with company guidelines & policies

Mandatory Skills required to perform the job:

- Proven experience in managing Spares Customer Service Order Management organization

- Strong analytical, problem solving and system skills

- Proficiency in SAP, MS Office Skills (Excel, Word, PowerPoint, SharePoint)

Proficiency with transactional operations of MRP (SAP preferred)

Strong knowledge MS office tools like Excel, Word, Power Point, Visio and MS Access

- Proven ability and skill set to analyze, document and improve business processes with sustained results

- A keen eye for detail and results driven approach, outstanding communication skills, Excellent organizational and leadership skills

Desirable Skill:

- Prefer experience in aftermarket Spares Operations or Automotive or e-commerce or Consulting practice

- Exposure to new tools & technology in customer service/order management domain will be added advantage.

Note:

Candidates should be comfortable working in shift based on business needs.

Proposed shift timings are 6:00 am to 3:00 pm & 1:30 pm to 10:30 pm