Responsibilities

MAIN DUTIES :

Intervene in and directly manage challenging customer situations through research, direct communication, and any other means necessary to resolve outstanding issues.

- Monitor customer relationship management strategy and outcomes for key customers.
- Works with customers and other functional leaders to address systematic customer service problems.
- Responsible for reporting customer service metrics and action planning when issues are identified
- Monthly Sales & Order Intake Forecast (In Communication w/ Sales & NSM)
- Weekly Sales & Order Intake Forecast (In Communication w/ Sales & NSM)
- JDE order Intake Report to all Sales Team
- Pending order Review with team
- Siebel Claim Review with team
- Domestic Demand for Subsequent month + next 6 months
- Tracking of material: Deposition vs Date plan
- Ensuring OTR/OTP and CX performance
- Driving CRM Activities / Review with team day to day basis
- Supporting AR issues Resolution
- Tracking TTA/TTR performance in Salesforce.
- Providing MIS / Sales Analysis on requirement from Sales

Responsibilities

KEY ACCOUNTABILITIES :

Track, report, and analyze customer service metrics, including OTR, OTP, CX, Open Siebel Claims, TTA, and TTR performance, and develop action plans where gaps are identified.

- Drive day-to-day CRM activities and conduct regular reviews with the team to maintain customer data accuracy and follow-up discipline.
- Prepare and communicate monthly forecast for OTR/OTP and LBL and share it with Finance.




- Collaborate with customers, Sales, National Sales Managers, and cross-functional leaders to identify and resolve recurring customer service issues.
- Accepting Pull-in and Push-out of customer request dates.

- Handling exception requests.

- Pulling forward future scheduled orders when business requirements arise and coordinating with customers to accept earlier material delivery.

- Support decisions related to AR issue resolution in coordination with Finance and Sales.

- Decide reporting formats, review cadence, and performance tracking methods for customer service metrics.

- Recommend process improvements to enhance customer satisfaction, service efficiency, and cross-functional coordination.

- Decide corrective actions for improving OTR/OTP, customer experience, TTA/TTR, and claim resolution performance.

Qualifications

JOB HOLDER'S REQUIREMENT :

- Minimum of 10 years’ experience in a manufacturing workplace with the majority of those years in a supervisorial and/or managerial role within customer service.

- 4 year college degree in business or related discipline with Post graduate degree in Management.

- Possess analytical and technical skills required to understand business practices and processes.

- Must possess advanced computer and Analytical skills and understand electronic processing.

- Excellent written, verbal, and interpersonal communication skills for effective interface with all internal and external contacts.

📌 Customer Service Leader (India)
🏢 Parker Hannifin
📍 India