Territory Customer Service Manager

TM Customer Service Job Matrix:

• Responsible for achievement of target norms for warranty claim settlement.
• Ensure high standard of after sales service, quick response and resolution of customer complaints from replacement market, OEM and STU as per the industry bench mark.
• Provide Product performance feedback of JK as well as competition by monitoring tyres fitted on wheels.
• Timely reporting of field concerns, spurt in failures, Outgoing product quality, New Defectives etc. for product quality improvement.
• Regular reporting of market information’s like New Vehicle Introduction, New Tyre Introduction, Competitor Warranty Policy Changes, Emerging/New market trends.
• Survey on Dealer Counter Returns, Retread Data and Casing Value.
• Conduct Fitment Survey and Load Trend Survey on frequent basis to understand the loading trend and company wise % fitment share.
• Product performance evaluation by monitoring benchmark test.
• Visit customers/OEMs/STus as per approved journey plan and submit daily call report to the reporting manager in time.
• Ensure high level of customer satisfaction by extending proactive customer service and maintaining cordial relationship with Customers, Channel partners, OEMS and STUs.
• Conduct CIPs / CCPs / HTW / Back to school activities as per pre-approved plan and submit feedback report in time.
• Conduct regular trainings to customers, OEMS, STUs and ensure effective participation in activities organized by OEMS.