Job Description
We are looking for professionals with strong customer support and project management acumen to join our team.
The role involves looking after the entire after sales process for the given region including installation and service.
Project Management and Customer Support
a. Custodian for the Customer satisfaction. Primarily responsible for providing a hassle free on time service to customer and trade partners.
b. Managing the execution of large projects on time with in the budget.
c. Ensure Service SLAs and KPIs are met as per the Business requirement.
d. Need to manage the project executions end- end starting from measurements / requirement gathering to final handover.
e. Period visits to Distributors and dealers to take feedback for service improvement.
Inter departmental collaboration
a. Collaborate with other departments such as marketing, sales , category, R&D PD, customer service etc. to work on product and support
b. Participate in the weekly review meetings of the projects and update the progress of work to customer and consultants.
Complaint and Quality Management
a. Manage customer request and handle complaints received via respective ticketing tool. b. Drive CSAT for internal and external customers. c. Conduct periodical audits to check the quality of installation done as per the defined SOP’s of WFL. d. Period visits to Distributors and dealers to take feedback for service improvement. e. Generating daily and weekly report on C-SAT and project progress update.
Team Management
a. Train and certify the installers for the carpet tiles, wall to wall carpets and SPC tiles. b. To communicate regularly with the team on various policies, processes and guidelines with respect to Welspun Flooring products b. Manage the entire installation team with a view to continuously enhance their efficiency levels
c. Conduct regular team reviews with a view to motivate team and create action plans to bridge productivity gaps
d. Collaborate with HR team to ensure regular trainings of the team both on functional as well as behavioral aspects with a view to continuously develop team