Title:  Regional Customer Service Manager

Job Title:

Regional Customer Service Manager

Function:

Global Supply Chain

Key Responsibilities

1. Manage the transition to secondary sales based billing process
2. Monitor monthly orders, dispatches and ensure adherence to timeline
3. Key account management: Segment customers and Set up a periodic customer engagement program for timely resolution of operational issues
4. Devise and Track metrics for service levels from CFAs to Distributors
5. Understand retail coverage and make recommendations on new distributor appointments
6. Summarize broad customer-based trends into meaningful insights and suggest inputs and adjustments – Socialize best practices across the Customer Service team
7. Proficient with data analytics to drive continuous improvements in the model
8. Effective and firm communicator who is approachable

Travel Estimate

Should be based in the Region. Atleast 50 % travel.

Job Scope

Internal Interactions (within the organization)

CFAs, Depots, HO Distribution, India Business (Sales Team)

External Interactions (outside the organization)

Distributors

Geographical Scope

India

Job Requirements

Educational Qualification

Undergraduate and above

Skills

• Performer with clean track record and strong adherence to systems and processes
• Customer Service and Change Management.
• Collaborate and Influence in matrix organization to drive improvements
• Ability to work in ambiguous environment, identify critical issues and develop new solutions
• Analytical bent of mind
• Proven capabilities in building and managing high performance teams

Experience

Tenure: 10+ years of Hands on Sales/Distribution Experience