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Customer Experience & Operations Manager

SKF India

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10-12 Years
a month ago
132 Viewed
0 Applied

Job Description

  • The Customer Experience Operations Manager role exists to create excellence in Customer service operations for VA Business, creating processes enhancing adherence, removing ambiguities to ensure a strong communication robust policy framework around the Invoicing Process, SAP, Returns, Appointment Separation of Channel Partners. The role is responsible for delivering superior experiences, value and growth for customers.
  • The role plays a critical role in ensuring smooth operations, efficient execution, and exceptional customer service. Create alternative problem-solving required for managing a network of 350+ channel partners 150+ Key accounts.
Responsibilities:
Team Management:
    • Lead, mentor, manage the operations Service teams to excel innovate the ways of working.
    • Provide ongoing training and development opportunities for the team to enhance their skills.
    • Build succession plan for self.
Operational Efficiency
    • Leading efficient and accurate handling of customer orders /schedules/queries.
    • Order Processing: Oversee order fulfilment, from order receipt to delivery, ensuring accuracy and timeliness.
    • Inventory Management: Collaborate with inventory teams to optimize stock levels, minimize shortages, and prevent excess inventory.
    • Logistics Coordination: Coordinate transportation, warehousing, and distribution logistics to ensure seamless execution.
Process Optimization:
    • Continuously evaluate operational processes, identifying bottlenecks and implementing efficiency enhancements. Monitor the progress and ensure complete execution of the order till delivery to the Customer.
    • Coordinate with supply chain planner (domestic overseas) as and when required for timely delivery of material and to ensure no line stoppage at the customer end.
    • Proactively engage Customers with the purpose of building and nurturing excellent relationships and enhancing their Experience with SKF through regular calls, customer visits etc.
    • Hands-on to use multiple platforms for efficiency, identify and implement process improvements.
    • Monitor and analyze customer service metrics to identify areas for improvement and implement strategies for enhancing customer satisfaction.
    • Collaborate with other departments to address customer concerns and improve overall customer experience.
KPI Measurements:
    • The impact created on Net Realisation, Reducing Skew in Month Ends, ensuring maximised fulfilment invoicing, and Delivery.
    • Minimisation of complaints, Reduction of TAT, Cust Sat score improvement.
    • Timely closures to open issues challenges.
Competencies:
    • Good verbal communication and presentation skills, analytical capabilities for managing data-based decision-making.
    • Strong Collaborative problem-solving skills and knowledge of SAP, CRM, Operations customer service.
    • Proven track record in strategic Transformative roles.
    • Basic understanding of logistics at a distributor point to optimize the supply chain and improve the distribution network.
Education Experience:
    • Graduation/ B.E / B. Tech /Graduation
    • Experience 10 years in Sales Distribution with Exposure in Sales Operations, Customer Experience, Supply Chain, and MIS preferred.
    • MBA (Preferred)
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Last Updated: 24-05-2024 09:43:56 AM
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