Job Description

Customer Service Leadership:

Job Title: Customer Service Executive / Manager - TMT Bars

Job Location: Palakkad
Department: Customer Service / Sales Support
Reports to: Head of Sales
Position Type: Full-time

Position Overview:

The Customer Service Executive / Manager (CSE) for TMT Bars will lead and oversee the customer service, ensuring an exceptional customer experience across all touchpoints. This role is pivotal in managing customer inquiries, resolving issues, and ensuring the smooth flow of orders and deliveries for TMT bar products. The CSM will be responsible for building strong customer relationships, improving service processes, and contributing to the growth of the business by maintaining high standards of service quality.

Key Responsibilities:

Develop and implement strategies to improve customer satisfaction and service levels.
Order Processing and Coordination:

Oversee the end-to-end order process, including order entry, order tracking, and timely delivery of TMT bars to customers. Ensure that customer orders are accurately processed, fulfilled, and delivered according to agreed timelines. Coordinate with the production, sales, and logistics teams to address any issues or delays in the delivery process.
Customer Issue Resolution:

Act as the primary point of contact for escalated customer issues or complaints, ensuring timely resolution to maintain customer satisfaction. Analyze root causes of recurring issues and work with relevant departments to develop solutions to prevent them. Provide ongoing support and guidance to team in handling complex issues.
Customer Relationship Management:

Foster strong relationships with key customers, ensuring their needs are met and their expectations are exceeded. Follow up with customers post-purchase to ensure satisfaction and gather feedback on products and services. Proactively identify opportunities to enhance the customer experience and ensure long-term customer loyalty.
Reporting and Performance Metrics:

Track and report on key customer service metrics such as response time, resolution time, customer satisfaction, and order accuracy. Provide regular reports to senior management on performance, customer feedback, and areas for improvement. Implement strategies to improve service metrics based on analysis and feedback.
Process Improvement:

Continuously review and optimize customer service processes and systems to increase efficiency and improve customer satisfaction. Stay updated on industry trends and best practices to ensure service excellence in the TMT bar sector.
Training and Development:

Develop training programs for customer service representatives to enhance their product knowledge, communication skills, and problem-solving abilities. Coach and mentor team members, providing support and career development opportunities. Conduct regular performance evaluations to assess team progress and set individual goals.
Collaboration with Other Departments:

Work closely with sales, logistics, and production teams to ensure that customer requirements are met, and service issues are resolved promptly. Facilitate cross-functional communication to streamline order processing and delivery.
Qualifications:

Education: Bachelor's degree in Business Administration, Management, or a related field.
Experience:

Minimum of 1 year of experience in customer service. Experience working in the manufacturing or construction industry, particularly with TMT bars, steel products, or similar industries, is highly preferred.
Skills:

Strong leadership, team management, and interpersonal skills. Excellent communication skills, both verbal and written. Ability to handle difficult situations and resolve conflicts professionally. Strong organizational skills with the ability to prioritize and manage multiple tasks. Deep understanding of TMT bars and related products is an advantage.
Work Conditions:

Full-time, Monday to Saturday. Office-based role with occasional site visits or customer meetings.
This role offers an exciting opportunity for professionals with a passion for customer service and the manufacturing industry. If you have a proven track record in managing customer service and ensuring client satisfaction, we would love to hear from you.

Job Types: Full-time, Permanent

Pay: ?12,000.00 - ?15,000.00 per month

Benefits:

Cell phone reimbursement
Schedule:

Day shift
Experience:

Customer service: 1 year (Required)
Language:

English (Preferred) Hindi (Preferred)
Work Location: In person

Expected Start Date: 01/03/2025