| Duties and Responsibility – |
Execute the customer service strategy for all products and brands of the HEB vertical
Build sustainable competitive advantage in the operations.
Develop an annual plan for customer service function to achieve the decided levels of customer service delivery.
Analysis of business results, directing corrective action, and reviewing processes to identify improvements
Ensure customer satisfaction by ensuring excellent service deliveries like TAT, SDS, First Time Fix, CSAT,CNPS & Repeat repairs
Monitor/ Review the performance of HEB team & Service centers
Ensure no escalation from trade & end customers
Ensure data sanctity/ accuracy in CRM
Timely settlement of trade warranty claims.
Ensure timely Charge back from vendors
Ensure timey action on Product Quality issues reported from field
Ensure pre-planned market visits of HEB team & timely settlement of trade defectives
Monitor successful implementation of quality systems and standards in the service departments.
Service Cost Analysis vis a vis sales
Takes Initiatives in proposing & getting the new ideas executed
Note – We need someone from Home electrical business only Product like: Fans Switches Companies: Havells, Usha, Bajaj etc