Deputy Manager- Customer Care

Responsibilities & Key Deliverables

• Creating systems to ensure first time right service as well as managing processes to ensure no loss of production.Linking up with Quality and PDRDS to ensure product feedback is incorporated in existing and future products.
• Managing the state by undertaking relationship building between dealers and state team.Ensuring that the new initiatives are implemented efficiently as well as making sure of their success.
• Working with subordinates to prepare them to take the organization into the future.Understanding the internal and external Customers stated and unstated requirements and working towards creating a culture of customer focus, thereby building the Mahindra brand in Customers mind.
• Understand ing the basic requirement of products in the market based on competitors product study, interfacing with Quality in PDRDS to rectify product issues as well as building confidence of the product in the sales team.
• Ability to build a rapport with channel partners and the sales team being the main link between the field and head office.Ability to develop systems and processes to ensure workshop and dealer profitability.
• Ability to design and implement new Customer Care initiatives in the field.Creating systems to ensure first time right service as well as managing processes to ensure no loss of production.
• Linking up with Quality and PDRDS to ensure product feedback is incorporated in existing and future products.Managing the state by undertaking relationship building between dealers and state team.
• Ensuring that the new initiatives are implemented efficiently as well as making sure of their success.Working with subordinates to prepare them to take the organization into the future

Preferred Industries

Agriculture Implemen

Automobile

Tractor

Education Qualification

Bachelor of Engineering; Bachelor of Engineering in Mechanical; Bachelor of Engineering in Agriculture; Bachelor of Engineering in Automobile

General Experience

10- 15 Years Experience

Critical Experience

System Generated Core Skills

Business Analytics

Customer Satisfaction

Service Orientation

Customer Sensitivity

Product Management

Relationship Management

Influencing Skills

Conflict Management

System Development

Six Sigma

Process Management

Production Planning

Product Planning

Service Initiatives & Campaigns

Talent Acquisition

Internal Communication

Brand Value Proposition

Brand Positioning

Brand Building

Requirement Analysis

Competitor Analysis

Quality Assurance (QA)

Product Training

Sales

Process Design & Implementation

Finance Fundamentals

Credit Management

Planning for Dealership Profitability

Project Management

Customer Centricity

System Generated Secondary Skills