Head New Product Development

Role & responsibilities :

• Order Management: Manage order processing, scheduling, and dispatch coordination and ensuring alignment between plant production and customer delivery timelines.
• Customer Experience - Build relationships with institutional and export customers and driving customer satisfaction and retention.
• Service Excellence - Monitor OTIF, fill rate, and delivery timelines and improve service quality and responsiveness
• Complaint Resolution- Handle customer complaints (quality issues like GSM variation, defects), Conduct RCA with production/quality teams and Implementing preventive measures. 
• Process Improvement- Implementing CRM systems and service tracking tools and continuously improve service delivery processes. 

Preferred candidate profile :

• Education: MBA/PGDM (Marketing, Operations, Supply Chain Management, or General Management)
• Certifications: Customer Relationship Management (CRM), Supply Chain, Customer Experience (CX), or Service Excellence

• Critical Competencies:
  
• Order-to-Cash Process Management
• Service Performance Metrics
• Customer Relationship Management
• Complaint Handling & Root Cause Analysis
• Process Improvement & Service Optimization.