Retail-E commerce & Authorized Service Center Head

A household name in the consumer durable industry is looking for Retail/Ecommerce & Authorised Service Center Service Head

Category : Consumer Division

Experience : Min 15 Yrs in durables industry

Reporting To : National Service Head - Service Operations

Location : Mumbai

Education : BE / B Tech in Electronics

Industry Type : Consumer Durable / Retail Industry

Functional Area :

Service / Customer Care Profile :

- The position is responsible to cater Consumer Division Service Operations on an End-to-End platform. Work with National Service Head to implement customer service policies through the Zonal Service Heads as per directions.

- Fixing ways to measure customer satisfaction and improve services levels.

- Managing laid down SOPs for the retail operations.

- Handling face-to-face escalations from business & trade

- Reporting back on results with RCA (Root Cause Analysis) to the management.

Principle Accountabilities :

Service Strategy Development :

- Be a part of the service strategies for Consumer Division / Field Direct Operations (FDO) to achieve service leadership.

- Build service infra to increase customer satisfaction and retain customers.

- Set measurable, time-bound business objectives and review progress.

- Ensure overall TSat & CSat at all the Strategic Business Unit (SBUs) / Zones.

Category to Cater :

- Consumer Division channel

- FDO channel

- Health Conditioners channel thru Area Service Partner (ASPs)

- E Com channel

- Authorized Service Centre (ASC) channel

Service Operations :

- Execute service plans for the consumer sales business as per directions.

- Create a technically strong team to handle field crisis.

- Continuously build up the service infrastructure of the service function to ensure proactive customer service leading to enhanced customer satisfaction.

- Revamp service infrastructure to meet needs of new products.

- Formulate training plans and be central resources for training to continuously train CD (Business Partners) BPs/ASCs/(Health Conditioner) HC-ASPs to deliver timely and quality service.

- Ensure and keep field personnel updated on product and other information to help them in being equipped to answer customer queries.

- To ensure coordination with logistic timely and adequate supply of spares this would improve response time (logistic management).

- Coordinate between SBUs on product quality feedback and ensure that appropriate action is affected.

- Ensure control of "free of cost" replacements by monitoring consumption patterns at all CD partners.

Service Force Management:

- Provide direction and feedbacks to create a motivational climate, which will maximize the contribution of everyone.

- Training of ASC/FDO (Service Technicians) STs

- Coach and develop leaders at the SBU levels.

Leveraging Best Service & CRM Practices:

- Support implementation of best practices thru CRM

Roles & Responsibilities :

On Customer Operations :

- Continuously explore new markets to plan service infra in line with sales plans.

- Monitoring all the KPIs at the SBU level

- Meeting with other managers to discuss possible improvements to customer service

- Coordinate on training his team to deliver a high standard of customer service

- Ensure revenue budgets are achieved as per assigned targets.

- Retain NPS scores as per the targets.

- Monitor spares movement to the SBUs as per requirements.

- Follow communication procedures, guidelines, and policies of EFL from time to time

- Go the extra mile to engage customers

- Resolve customer complaints via phone, email, mail or social media with clear RCA analysis.

On Trade Operations :

- Collate the trade partners list from local sales leaders / Area Heads

- Firm up the Permanent Journey Plan in line with partners sales contribute to business

- Visit key top partners & record Net Promoter Score

- Track Defective repairs as per the SLAs

- Set process to obtain No Due Clearance from all the mapped partners with 100% business validations.

Requirements :

- Proven customer support experience

- Track record of achieving revenue targets

- Familiar with CRM systems and practices

- Customer orientation and ability to adapt/respond to different types of situations.

- Excellent communication and presentation skills

- Ability to multi-task, prioritize and manage time effectively