Customer Service Manager

ORGANIZATIONAL STRUCUTRE
BUSINESS: CIRCOR Industrial
LOCATION: Coimbatore, India
DIRECT REPORTING: Director - Sales & Service
MATRIX REPORTING: Director - After Market Sales & Service

POSITION DETAILS
Position Summary
The 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 Activities
- Drive customer intimacy through market feedback analysis
- Improve customer satisfaction level from the current level
- Manage and drive the customer service team effectively to meet the functional KPI’s
- Manage and report the order booking for management through booking dashboard
- Respond promptly to customer requests, calls, emails and drive customer satisfaction
- Review customer master creation forms and ensure proper customer onboarding in ERP
- Responsible for order booking and cancellation process as per business guidelines




- Ensure sales order booking in ERP is clear and accurate as per customer order by performing the contract review process meticulously
- Participate in the internal order review process CORB, at the time of order transfer for execution
- Ensure Sale Order Acknowledgement is provided to customer within defined timelines
- Perform 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 satisfaction
- Follow established guidelines and monitor all activit

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