Customer Service Manager

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nORGANIZATIONAL STRUCUTRE

nBUSINESS: CIRCOR Industrial

nLOCATION: Coimbatore, India

nDIRECT REPORTING: Director - Sales & Service

nMATRIX REPORTING: Director - After Market Sales & Service

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nPOSITION DETAILS

nPosition Summary

nThe Customer Service Manager is responsible for maintaining and driving customer satisfaction by establishing a professional and positive relationship with assigned customers and internal stakeholders throughout the life cycle of post order, order booking to payment collection.

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nPrincipal Activities

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- Drive customer intimacy through market feedback analysis
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- Improve customer satisfaction level from the current level
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- Manage and drive the customer service team effectively to meet the functional KPI’s
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- Manage and report the order booking for management through booking dashboard
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- Respond promptly to customer requests, calls, emails and drive customer satisfaction
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- Review customer master creation forms and ensure proper customer onboarding in ERP
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- Responsible for order booking and cancellation process as per business guidelines
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- Ensure sales order booking in ERP is transparent and accurate as per customer order by performing the contract review process meticulously
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- Participate in the internal order review process CORB, at the time of order transfer for execution
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- Ensure Sale Order Acknowledgement is provided to customer within defined timelines
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- Perform open order review with team members and participate in SIOP meetings to drive the customer delivery needs.
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- Oversee the dispatch co-ordination and monitor documentation control against the orders and shipment to enable the payment collection within agreed due date.
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- Handling any post order customer queries, expedite request and customer complaints, to be communicated with the internal teams and drive for resolution.
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- Open communication with team members to share information and knowledge to drive customer satisfaction
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- Follow established guidelines and monitor all activities within the function as per KPI Metrices
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- Responsible for all reports with respect to order booking, customer order status, delivery and other MIS reports as required by management time to time
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- Work with multiple systems including databases and customer portals (GE, BH, BHEL, GRSE, MDL, L&T;, Thyssen etc.)
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nCANDIDATE REQUIREMENTS

nKnowledge Skills & Abilities

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- Ideally experienced in proactive customer service, good inside sales approach and business understanding with ability to multi-task creatively and resolve issues
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- Good communication and interpersonal skills
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- Excellent leadership skills with an ability to work with diverse teams in multiple locations
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- Excellent in data management and analysis
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- Strong project management skills, including the ability to prioritize, balance, and manage multiple efforts
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- Good analytical skills and solution-driven thinking
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- Ability to communicate effectively across mediums, audiences, and situations
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- Ability to drive the internal teams to drive customer satisfaction
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- Demonstrate personal ownership for tasks and follow through till completion
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- Good to have customer web portal knowledge and other major OEM portal experience
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- Knowledge of and experience in working with customer and industry-specific requirements/standards will be an added advantage
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- Thorough knowledge of MS Office, CRM and other applicable tools
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nEducation & Experience

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- Engineering Graduate with specialization in Mechanical/Diploma in Mechanical Engineering with MBA
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- 10 to 12 Years of experience in Customer Service/Inside Sales/Project Management function
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- Experience of handling international customers in US, Europe and Middle East will be an added advantage
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nCIRCOR is an EEO Employer of Females/ Minorities/ Veterans/ Individuals with Disabilities

📌 Customer Service Manager (Kunnathur)
🏢 CIRCOR International
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