Service Coordinator

Senior Executive - Customer Service and Dispatch

(If interested, please call directly to HR [phone removed])

KRA.

• Manage daily customer service operations and technician scheduling.
• Supervise and support customer service technician to achieve performance targets.
• Handle customer complaints and escalated issues promptly and professionally.
• Ensure timely processing of customer inquiries, orders, returns, replacements, and warranty claims.
• Coordinate with sales, warehouse, logistics, and service teams to ensure smooth order fulfillment and after-sales support.
• Coordinate with sales, store, production and logistics teams for orders dispatch.
• Ensure timely preparation of invoices, e-way bills, delivery challans and transport documents.
• Resolve dispatch related issues such as delays, shortages, or damaged shipments.
• Monitor dispatch accuracy and maintain dispatch records.
• Train, coach, and motivate customer service technicians.
• Develop and implement customer service policies and process improvements.
• Maintain accurate customer records in CRM systems.
• Coordinate with production and quality teams on recurring failures.
• Ensure availability of critical spare parts.
• Control spare parts costs and wastage.

KPI.

• Customer Satisfaction (CSAT)
• First Contact Resolution (FCR)
• Monitor Complaint Turnaround Time (TAT)
• SLA Compliance
• Team Productivity
• Customer Retention

Qualifications.

• Bachelor's degree in Business Administration, Electronics, Marketing, or a related field.
• 36 years of experience in customer service, with at least 1–2 years in a supervisory role.
• Experience in the consumer electronics, or sanitaryware sensors industry is preferred.

Required Skills.

• Strong customer relationship management skills.
• Excellent verbal and written communication.
• Team leadership and people management.
• Complaint handling and conflict resolution.
• Problem-solving and decision-making.
• Knowledge of CRM software and Microsoft Office.
• Ability to work under pressure and meet service-level agreements (SLAs).

If interested, please call directly to HR [phone removed]