Location : Kolkata, India (with travel as required)

Industry : Engineering / Precision Casting Machining (Export Manufacturing)

CTC : 15 - 20 LPA (commensurate with experience and qualifications)

Experience : Minimum 3 years in an engineering / manufacturing firm, preferably casting, machining, fabrication or precision components

Reports To : Executive Director

Qualification : B TECH (Tier 2 / Tier 3 institute) - mandatory; MBA preferred

Job Description :
Nipha is looking for a driven and customer-obsessed Key Account Manager (KAM) / Customer Excellence Manager to own end-to-end relationships with our strategic global accounts

The role sits at the intersection of sales, operations, engineering and customer experience - acting as the single point of contact for the customer and as the customer s voice inside the organisation

The ideal candidate brings a strong engineering foundation, a structured commercial mindset, and the maturity to manage demanding international clients - particularly from the USA - across the full order life cycle, from RFQ to post-delivery support

Key Responsibilities :

1

Strategic Account Ownership

- Serve as the single-point-of-contact (SPOC) for customers and Local Sales Agents for the Americas

- Build and maintain long-term, trust-based relationships with customer stakeholders across procurement, engineering, quality and supply chain

- Develop account plans covering revenue forecasts, share-of-wallet expansion, new product opportunities and pricing strategy

- Identify upsell and cross-sell opportunities and drive year-on-year account growth

2

Customer Excellence Experience

- Champion a customer-first culture across internal teams - ensure every commitment on quality, cost and delivery is honoured

- Track and improve customer experience metrics - OTIF (On-Time-In-Full), NPS, complaint resolution TAT, RFQ turnaround - and own the dashboards

- Lead periodic business reviews (QBRs / MBRs) with customers, presenting performance, action plans and roadmap

- Drive root-cause analysis on customer escalations and ensure closure through CAPA (Corrective and Preventive Action)

3

Commercial Order Management

- Manage the RFQ-to-PO cycle - co-ordinate costing, quoting,



negotiation and order finalisation with internal teams

- Oversee order execution including production scheduling, dispatch planning, export documentation and on-time shipment

- Negotiate pricing, payment terms and contracts aligned with company commercial guardrails

- Monitor receivables, AR ageing and work with finance on timely collections

4

Cross-Functional Coordination

- Liaise with production, foundry, machine shop, quality, NPD, logistics and finance to resolve customer issues quickly

- Drive New Product Development (NPD) projects from customer enquiry through PPAP / first-article approval

- Review 2D drawings and 3D models, participate in technical discussions and design-for-manufacturing reviews

- Support customer audits and ensure compliance with quality systems (ISO / IATF / customer-specific requirements)

5

Reporting, MIS Analytics

- Maintain order MIS, sales pipeline, forecast and KPI dashboards for assigned accounts

- Prepare monthly business reviews for management - account health, risks, opportunities and action items

- Use SAP S/4HANA (SD Module) for order processing, invoicing and shipment tracking

- Generate market intelligence on customer trends, competitor activity and pricing benchmarks

Required Qualifications Skills :

Education

- B TECH (mandatory) from a Tier 2 institute (Tier 3 considered for exceptional candidates) - preferably in Mechanical, Production, Industrial or Metallurgical Engineering

- MBA / PGDM (Sales / Marketing / Operations) is strongly preferred

Experience

- Minimum 3 years of relevant experience in an engineering / manufacturing organisation

- Hands-on exposure to casting, machining, forging, fabrication or precision-engineered components is highly preferred

- Prior experience handling US-based customers (export sales / key account management) will be a strong advantage





- Proven track record of managing key accounts, growing revenue, and delivering customer satisfaction

Technical Functional Skills

- Ability to read and interpret 2D engineering drawings and work with 3D CAD models

- SAP S/4HANA (SD module) or equivalent ERP exposure

- MS PowerPoint, Word and MIS reporting to prepare crisp customer-facing decks and internal dashboards

- Use of AI tools such as ChatGPT, Claude etc for drafting, research, data analysis and customer communication is strongly preferred

- Working knowledge of export documentation, Incoterms, INCO 2020, LC and global logistics

- Familiarity with quality frameworks - ISO 9001, IATF 16949, PPAP, APQP, 8D - is a plus

Behavioural Soft Skills

- Excellent verbal and written English communication - comfortable on calls and emails with global customers

- Strong interpersonal and negotiation skills, calm under pressure and customer-empathetic

- Structured, data-driven and detail-oriented - bias for follow-through and closure

- Ownership mindset - takes accountability for the customer s success end-to-end

- Willingness to travel domestically and internationally (including the USA) for customer visits and audits

Key Performance Indicators (KPIs) :

- Account Revenue Growth - achievement vs

target; YoY share-of-wallet expansion

- OTIF (On-Time-In-Full) delivery for assigned accounts

- Customer Satisfaction (NPS / CSAT scores; reduction in escalations)

- RFQ-to-Order conversion rate and turnaround time

- Receivables DSO performance

- NPD pipeline - new parts industrialised per year

What We Offer :

- Opportunity to manage marquee global accounts in a rapid-growing precision-engineering exporter

- Direct exposure to senior leadership and strategic decision-making

- Competitive compensation ( 15-20 LPA) plus performance incentives

- A merit-based, growth-oriented work culture with international travel exposure

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Key Account Manager / Customer Excellence Manager (Kolkata)
🏢 Nipha Exports
📍 Kolkata