Customer Account Manager HR/CR

Role

Customer Account Manager HR/CR

Location

Faridabad

Purpose - Why does this role exist ?

Responsible for sales & revenue for Flat products in cold roll in the Retail Segment. To achieve sales & revenue targets to the Retail segment for flat products. Achieve sales operations objectives, sales planning & execution, market and product development, drive customer satisfaction, work closely with plant teams to ensure customer delight, exercise credit control as per company policy, monthly sales and collection planning, sales forecasting, Inventory management for the distributor for flat products , complaint handling and resolution, managing andf improving customer relationship , monitor and control channel finance requirements for the customers, . Continuous competition assessment to strengthen market intelligence by way of knowing their pricing, key strategic move etc. Manage product training requirement of the distributor sales team to enable them to understand JSW brand and product positioning and features in relevant context.

Key Result Areas (Key Performance Indicators)

• Exercising Credit control and collection of money as per company policy
• Distributor engagement through MoU, shopee management
• Higher level distributor engagement through Identifying prospecting and executing JSW Explore
• End Customer relationship management through distributor
• Market development / Product approvals through specification activites
• Driving distributor towards complete exclusivity for JSW products to ensure higher wallet share and engagement
• Complaint handling Retail Sales for Flat Products cold roll in assign Metro/A class/B class cities/ territories
• Sales & collection planning & management
• and resolution in coordination with AE and RCFT team
• Customer Satisfaction and management
• Competition Tracking

Critical Tasks

KRAs and Key Activities

• Retail Sales for Flat Products

- Drive sales of flat product sales to Retail customers in assigned Metro/A class/B class cities/ territories. Make monthly sales plan, execute strategies to achieve sales. Drive to achieve sales/NSR/Collections targets

• Customer & End Customer Relationship Management

- Manage relationship with the customers and end customers across all levels . Drive Customer Relationship , product approvals and favorable credit and supply norms. Facilitate meetings of Sales Leadership team with management team/promoter (of distributor organization) for high level relationship building.

• Sales & operations planning & management

- Achieve sales operations objectives on all parameters including order book, order servicing, supply chain, credit ageing, stock ageing, share of business, market share.

• Credit Control

- Ensure strong credit controls and monitoring of accounts receivable and adherence to the credit policies of the company. Regular reconciliation of accounts.

• MoU & Shopee Management

- Drive MoU planning & monitoring for the customer. Manage Shopee contract, refurbishment and Improvement.

• Inventory management and OTIF

- Manage inventory levels of customer stocks at plants / yards. Manage stock within age norms with related departments like CSD, PPC, Finance and SCM.

• Complaint management and resolution

- Work closely with all concerned departments for timely resolution of complaints. Ensure no open complaints beyond the timelines defined as per company policy.

• Customer Satisfaction and management

- Ensure highest levels of customer satisfaction. Drive activities to ensure high CSI scores as per CSI survery and action plan. Work closely with plant teams to ensure customer delight

• Competition tracking

- Continuous competition assessment to understand, pricing & marketing strategies.

Decision making authority (Decisions expected)

• Annual / Monthly Sales planning for the assigned set of customers
• Production Orders & Stock levels at all yards and plants
• Prioritization & Allocation of finished goods
• Complaint management

Educational Background and Work Experience

• MBA from a premier institute, graduate in Engineering
• Minimum 5-8 years experience in front end sales role, with distributors/channel/retailers in B2B industries

Competencies

Functional knowledge of Sales, Interpersonal effectiveness, Ownership & Drive for results, , Negotiation, Creative & Innovation, Techno-commercial Acumen, Presentation & communication Skills, Sales Planning,

Key Success Factors Challenges

- Product & market knowledge

- Competition mapping & tracking

- Analytical thinking

- Negotiation Skills & conflict resolution