Service Head - Retail & eCommerce - Consumer Appliances

Profile - The position is responsible to cater Retail and E-commerce Service Operations on an End to End platform. Work with National Service Head to implement customer service policies through the ZSHs as per directions.

- Fixing ways to measure customer satisfaction and improve services levels.

- Managing laid down SOPs for the retail operations.

- Handling face-to-face escalations from business & trade

- Reporting back on results with RCA to the management.

Principle Accountabilities (KEY RESULT AREAS):

Service Strategy Development:

- Be a part of the service strategies for Consumer Division / FDO operations to achieve service leadership.

- Build service infra to increase customer satisfaction and retain customers.

- Set measurable, time-bound business objectives and review progress.

- Ensure overall TSat & CSat at all the SBUs / Zones.

Category to Cater

- Consumer Division channel

- FDO channel

- Health Conditioners channel thru ASPs

- E Com channel

- ASC channel

Service Operations:

- Execute service plans for the consumer sales business as per directions.

- Create a technically strong team to handle field crisis.

- Continuously build up the service infrastructure of the service function to ensure proactive customer service leading to enhanced customer satisfaction.

- Revamp service infrastructure to meet needs of new products.

- Formulate training plans and be central resources for training to continuously train CD BPs/ASCs / HC ASPs to deliver timely and quality service.

- Ensure and keep field personnel updated on product and other information to help them in being equipped to answer customer queries.

- To ensure coordination with logistic timely and adequate supply of spares this would improve response time (logistic management).

- Coordinate between SBUs on product quality feedback and ensure that appropriate action is affected.

- Ensure control of "free of cost" replacements by monitoring consumption patterns at all CD partners.

Service Force Management:

- Provide direction and feedbacks to create a motivational climate, which will maximize the contribution of each individual.

- Training of BPSTs/ASSDs/ASPs

- Coach and develop leaders at the SBU levels.

Leveraging Best Service & CRM Practices:

- Support implementation of best practices thru CRM

Roles & Responsibilities:

On Customer Operations

- Continuously explore new markets to plan service infra in line with sales plans.

- Monitoring all the KPIs at the SBU level including HCs

- meeting with other managers to discuss possible improvements to customer service

- Coordinate on training his team to deliver a high standard of customer service

- Ensure revenue budgets are achieved as per assigned targets.

- Retain NPS scores as per the targets.

- Monitor spares movement to the SBUs as per requirements.

- Follow communication procedures, guidelines and policies of EFL from time to time

- Go the extra mile to engage customers

- Resolve customer complaints via phone, email, mail or social media with clear RCA analysis.

On Trade Operations

- Collate the trade partners list from local sales leaders / Ahs.

- Firm up the PJP in line with partners sales contribute to business

- Visit key top partners & record NPAs

- Track DEF repairs as per the SLAs

- Set process to obtain NDCs from all the mapped partners with 100% business validations.

Skill Sets

- Communication skills to liaise effectively with other functions in the SBU

- listening skills, to understand exactly what customers require

- problem-solving skills

- Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations

- Motivational skills and an ability to augment & lead a team under him.

- creative thinking, to be able to come up with new ideas to improve customer service standards

- an ability to work well under pressure

- Good personal presentation, especially when face-to-face with customers & trade partners

- Identify and assess customers' needs to achieve satisfaction

- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution

Requirements

- Proven customer support experience

- Track record of achieving revenue targets

- Familiar with CRM systems and practices

- Customer orientation and ability to adapt/respond to different types of situations.

- Excellent communication and presentation skills

- Ability to multi-task, prioritize and manage time effectively