Indo Rama Synthetics - Cutomer Technical Support - Polyester Yarn

Cutomer Technical Support Polyester Yarn

Responsibility (R) Accountability (A) Result (R) Frequency

To enhance customer experience by providing end to end technical support :

- Timely resolution of customer complaints related to IR products and services in assigned territory by taking corrective actions

- Guide and support customer in improving the performance of the product while maintaining quality by tracking running performance of the product through customer visits

- Guide and support customers in case of any product/service related query on technical issues TAT- 24 days for local market

- TAT for rest of India - 3 days

- Customer Satisfaction Index

- Updated Query registers for POY/FDY/DTY

To assist in product/performance improvement and innovation :

- Track and analyse data related to competitor products and their performance. Report comparative analysis on various parameters including sample analysis from QC Department for product improvement

- Conduct market survey for the operating rates of Spinners, Texturisers & Weavers

- Ensure recycling of reusable material (pallets, plastic sheets, through coordination with vendors Competitors POY/FDY machine running status

- Competitors Chips machine and Texturizing Machine running status

- Report on price trends/market size

- Minimization of cost Weekly

To minimize the return of goods for better profitability :

- Provide feedback to improve internal policies and SOPs for reduction of transit damages at customer end to logistic, packing & warehouse dept.

- Monitor and follow up on insurance related issues related to damage in material including intimation, survey and lifting of GR Reduction in percentage of GRM( Goods Rejection Memo) against total sales

Claim Compensation Report Ongoing : Monthly

To support sales/marketing team in generating sales leads :

- To gather information of consumption pattern of customers to help improve existing production plan and assist in expansion plan; To collect information from machine manufacturers on new buys for prospecting of new sales

- To ensure systematic and accurate collection of customer feedback and consolidate the feedback for ensuring necessary steps are taken in accordance to customer feedback

- Customer Visit Report with minimum 15 customers covered per month

- CTS Report