EXECUTIVE N - CUSTOMER SERVICE TECHNOLOGIST- Trivandrum

Role Identifier

Job Title

Customer Service Execuitve (CSE)

Department

Customer Centricity

Reporting to

Regional Manager / CC Manger / CC Assistant Manager

Grade

Execuitve Level N

Jobs Reporting Into

Location/Unit

Indore

Role Description

Job Purpose

CSE is a regional resource & will be responsible for Complaint handling in his region.  He will support the front line in critical complaints. He will attend the complaints along with TSE and will identify the root cause of the complaint and provide solution to the customer. He will support to the TSEs on phone to provide technical assistance.

Primary Responsibilities

Business Responsibility Areas

(Please detail out at least 8-10 responsibility areas)

Key Performance Indicators

1. CSE is technical resources and provide technical support to front line either through site visits or over the phone.
2. CSE attend the complaint proactively if somebody is new in the system or on demand even an experienced TSE (Territory Sales Executive) is not able to understand the complaint technically.
3. As a Trainer – Basis on experience Conducting PTP for now joinees & conducting Shop Meets, Painter Meets & Dealer meets and educate them about right product usage and New products etc.
4. Keeping an eye on complaint trend and immediately highlighting any defective batch and hence restricting possible complaints from the field.
5. Also, Capturing Market Practices, Conducting Color Sure Audits and sharing the reports to Sales team as preemptive measures to stop complaints from the field.
6. Duplicate Material / Counterfeiting issues – CSE immediately provides field support to legal team in decided protocol and we have done successful raids in the past against such people or Manufacturer
7. Testing New products / Formulations – Working along with R&T to test new products or formulations on the field before launch of the product

Sharing all market Visit reports in time

Monitoring & ensuring compliance to Critical Parameters for the entire region

(In Time performance for

• 4 Hrs Calling & 2 Days Visit,
• 5 Days resolution,
• NPS,

AM remarks for Dissatisfied Customer, Data Hygiene etc)

Scope of Work

a) Financial Scope (Range of financial spend):

Expenses incurred on regular Travelling in the region

b) People Management Scope (Range of no. of Direct/ Indirect Reports):

No Direct or Indirect Reports but CSE need to deal with entire sales team and influence them to adhere to the complaint process & meeting the benchmarks for critical parameters.

c) Geography Coverage (Country-wide/ State-wide / Area-wide)

Regionwide (In this case NCR)

d) Corporate Coverage (Company-wide / Business Unit or Function-wide / Sub-function-wide / Other):

Only for AP Retail complaint process

Key Interactions

Internal

CSE will coordinate with various functions in complaint area, like for In Can complaints with plant, for product related issues with technology, for customer issues / legal cases, Duplicate Material Cases with legal team.

CSEs will analyse the data and will present the trend analysis regularly to RMs & AMs. Will highlight the good work and will talk about improvement areas during Branch meets and Peak Days etc.

He will drive the CC agenda as and when communicated by HO – CC team

External

Interaction with End Customers, Painter, Contractors, AID, Dealers etc who are involved in painting process or complaint during or post painting (as far AP complaint process is concerned)

Role Requirements / Specifications

Qualifications

Post-Graduate or Graduate in Science (Chemistry) and / or Diploma in Paint Technology

Previous Experience

Within the AP field role is Preferred (like from other technical roles in APEHS, APPS, Smartcare Woodfinish etc)

Functional Competencies

Paint Technical Knowledge, Good at Communication

Behavioral Competencies

Meticulous, Punctual

Additional Requirements

Good if the person knows about Microsoft – Excel Operation

(Required for complaint data analysis)