Customer Relations Manager (Deputy Manager - Customer Care)
Wabtec · Hosur · onsite · Posted 37d ago
Undisclosed10–12 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
Job Summary
- 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.
- 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 - Bachelors degree in Engineering (Any Field)
- 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.
- Technical Understanding : 4
- Negotiation Coordination : 4
- Meticulous and Process Oriented : 4
- Problem Solving decision-making skills : 3
- Customer Centricity : 4
- English (Mandatory)
- Tamil Hindi (Added advantage)
Sourced from naukri
Skills
Customer ServiceAutomationcustomer satisfactionCustomer Careerp systemscustomer feedbackBusiness RequirementsDashboardDigital SolutionsBudget ManagementERPFreightcompliancecontract reviewfinanceEscalation Management
About Wabtec
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