Customer Relations Manager (Deputy Manager - Customer Care)

Job Description

Mission

Key missions of the position:

• Manage end-to-end order fulfillment, contract review, customer communication, and execution support for Railway, Metro, Private Rail, and Friction customers, ensuring on-time delivery, customer satisfaction, and business targets.

Responsibilities

Key Responsibilities:

• Order Management:
  • Manage end-to-end order lifecycle including contract review, order booking, customer acknowledgements, and contract amendments.
  • Ensure order accuracy and compliance with commercial, contractual, and business requirements.

• Execution Management
  • Coordinate with Sales, Engineering, Operations, Quality, Sourcing, and Finance teams to ensure seamless order execution and on-time delivery.
  • Monitor backlog, inspections, dispatches, and revenue realization while proactively resolving execution bottlenecks.
• Customer / Key account manager Coordination:
  • Act as the primary point of contact for customers/Key account managers regarding order status, delivery commitments, and operational queries.
  • Drive customer satisfaction through proactive communication, timely issue resolution, and effective escalation management.
• System & Reporting:
  • Maintain accurate records and provide regular MIS, backlog, delivery, and performance reports.and customer feedback.
• Process Improvement:
  • Identify and suggest improvements in the order management process.
  • Drive digitalization, automation, and continuous improvement initiatives to enhance operational efficiency and visibility.

People Management: NO

Budget Management:  NO

Required Candidate Profile

Education/Training : Bachelor’s degree in Engineering (Any Field)

Professional Experience

• 10-12 years of experience in customer service/Care or Order Management or order execution, preferably in railway or industrial sectors.
• Strong understanding of supply chain and customer service operations.
• Proficiency in ERP systems (SAP, Oracle, etc.) and MS Office.
• Proven experience in cross-functional coordination, process improvement, reporting, and customer-focused operations.
• Proficiency in MS Office; knowledge of digital dashboard and digitalization initiatives is an added advantage.

Key Competences (Transversal/Professional)

Competence & Level

Technical Understanding : 4

Negotiation & Coordination : 4

Meticulous and Process Oriented : 4

Problem Solving & decision-making skills : 3

Customer Centricity : 4

Languages :

English (Mandatory)

Tamil & Hindi (Added advantage)

Additional Information

What could you accomplish in a place that puts People First?

At Wabtec, it’s not just about a job - it’s about the impact you make. When our people come together, we’re Expanding the Possible by continuously improving what we do and how we do it - for our clients and each other.

If you’re ready to revolutionize how the world moves for future generations, Wabtec is the place for you.

Who are we?

Wabtec is a leading global provider of equipment, systems, digital solutions, and value-added services for the freight and transit rail sectors. Drawing on more than 150 years of experience, we are leading the way in safety, efficiency, reliability, innovation, and productivity. Whether it’s freight, transit, ports, logistics, mining, industrial, or marine, our expertise, technologies, and people together – are accelerating the future of transportation. With roots that date back to George Westinghouse, Thomas Edison, and Louis Faiveley, Wabtec has always built technologies and implemented solutions for a variety of sectors that are critical to meeting the needs of customers and governments alike.

Our global team of about 30,000 employees worldwide delivers performance that moves the world forward. We’re lifelong learners, obsessed with better. Learn more at

Culture powers us and the possibilities.

We believe the best ideas come from a mix of experiences and backgrounds. At Wabtec, we strive every day to create a place where everyone belongs. We’re building a culture where leadership, inclusion and your unique perspective fuel progress.

We’re proud to be an Equal Opportunity Employer. We welcome talent of all backgrounds, experiences, and identities, including race, gender, age, disability, veteran status and more.

Need accommodation? Just let us know - we’ve got you.