Customer Support Manager - Building Material Industry - IIM/XLRI/FMS/MDI

Customer Support Manager

About Company :

Reputed Company in the building material industry, which deals with the multi-brand & multi-product, with operations all over the nation.

JOB DESCRIPTION (Describe key result areas / main job functions)

Appointment & Induction:-

- Build a robust data bank of WSS across towns, by working closely with the sales team and connecting with channel partners of different organizations.

- Identifying distribution gaps in towns/cities and bridging the same by appointing the right channel partner.

- Predicting channel partner churn and proactively providing a list of WSS to the sales team as an alternate WSS as per WSS appointment process.

- Execute the appointment processes as per the WSS appointment workflow.

WSS Training:

- Create an annual Training calendar in consultation with ZSMs.

- Impart training to all new WSS and organize refreshers for existing WSS as per the calendar.

Insights on WSS Discontinuation:

- Pre-Discontinuation Counseling

- To prevent voluntary discontinuation

WSS Exit interviews:

- Execute Exit interviews for all Discontinued WSS; develop key insights for process/policy improvements.

- WSS Attrition analysis: Analyse reasons for WSS attrition and suggest input on policies, ways of working.

Field support responsibilities

- Ensure seamless full and final settlement process for the outgoing partner and onboarding process for the new channel partner.

- Legal support:- Post decision to go legal (by Sales/Legal teams), ensure the following

- Collate/provide documentation required for filing legal suit in time for any potential litigation. Coordinate with the legal team, lawyers, police & local authorities

Commercial Policy adherence:

CSMs would drive compliance / escalate exceptions to ZSM/DDM and chronic exceptions to NSM/PSM.

WSS Management audits/Insight generation: Audit WSS compliance with respect to

(a) SASH

(b) WSS automation

(c) competition

(d) WSS Portal usage

(e) the infrastructure of the WSS.

Review/Analyze and Action critical activities impacting the WSS service levels

a.Logistics

b.BM/TSI service issues

c. Accounts - statements, PDC management

d.others competition activity at the dealers. Discuss audit finding with BM/ZSM/RSM, publish the audit findings and agreed on an action plan with timelines to the respective stakeholders.

e. Provide feedback to DDM on HO related issues and work with the ZSM on issue resolution concerning the field teams/WSS/dealers.

f. WSS Call log management

g. Identify and bridge the concerns faced by the WSS, ensure the same are logged at the WSS service cell.

SPECIFIC CANDIDATE PROFILE (Key competence/attributes needed for the role)

- The Candidate needs to be from a premier institute with 2 years of sales experience.

- Analytical ability.

- Judgment He would have to be decision post analyzing situations/data etc.

- Communication - Written and verbal as he would be an influencing role.

- Ability to Get Things Done.

- Initiative

- Dependability.

- Collaborative

- Available to develop People.

- Management knowledge.

- Enthusiasm

- Ability managing upward.

- Human relations

- Problem-solving