Customer Service ManagerORGANIZATIONAL STRUCUTREBUSINESS: CIRCOR IndustrialLOCATION: Coimbatore, IndiaDIRECT REPORTING: Director - Sales & ServiceMATRIX REPORTING: Director - After Market Sales & ServicePOSITION DETAILSPosition SummaryThe Customer Service Manager is responsible for maintaining and driving customer satisfaction by establishing a skilled and positive relationship with assigned customers and internal stakeholders throughout the life cycle of post order, order booking to payment collection.Principal ActivitiesDrive customer intimacy through market feedback analysisImprove customer satisfaction level from the current levelManage and drive the customer service team effectively to meet the functional KPI’sManage and report the order booking for management through booking dashboardRespond promptly to customer requests, calls, emails and drive customer satisfactionReview customer master creation forms and ensure proper customer onboarding in ERPResponsible for order booking and cancellation process as per business guidelinesEnsure sales order booking in ERP is clear and accurate as per customer order by performing the contract review process meticulouslyParticipate in the internal order review process CORB, at the time of order transfer for executionEnsure Sale Order Acknowledgement is provided to customer within defined timelinesPerform open order review with team members and participate in SIOP meetings to drive the customer delivery needs.Oversee the dispatch co-ordination and monitor documentation control against the orders and shipment to enable the payment collection within agreed due date.Handling any post order customer queries, expedite request and customer complaints,



to be communicated with the internal teams and drive for resolution.Open communication with team members to share information and knowledge to drive customer satisfactionFollow established guidelines and monitor all activities within the function as per KPI MetricesResponsible for all reports with respect to order booking, customer order status, delivery and other MIS reports as required by management time to timeWork with multiple systems including databases and customer portals (GE, BH, BHEL, GRSE, MDL, L&T;, Thyssen etc.)CANDIDATE REQUIREMENTSKnowledge Skills & AbilitiesIdeally experienced in proactive customer service, good inside sales approach and business understanding with ability to multi-task creatively and resolve issuesGood communication and interpersonal skillsExcellent leadership skills with an ability to work with diverse teams in multiple locationsExcellent in data management and analysisStrong project management skills, including the ability to prioritize, balance, and manage multiple effortsGood analytical skills and solution-driven thinkingAbility to communicate effectively across mediums, audiences, and situationsAbility to drive the internal teams to drive customer satisfactionDemonstrate personal ownership for tasks and follow through till completionGood to have customer web portal knowledge and other major OEM portal experienceKnowledge of and experience in working with customer and industry-specific requirements/standards will be an added advantageThorough knowledge of MS Office, CRM and other applicable toolsEducation & ExperienceEngineering Graduate with specialization in Mechanical/Diploma in Mechanical Engineering with MBA10 to 12 Years of experience in Customer Service/Inside Sales/Project Management functionExperience of handling international customers in US, Europe and Middle East will be an added advantageCIRCOR is an EEO Employer of Females/ Minorities/ Veterans/ Individuals with Disabilities

📌 Customer Service Manager (Coimbatore)
🏢 CIRCOR International
📍 Coimbatore