Internal Customer Service

Job Requirements

This role is responsible for leading customer service for ISCM eyecare division in line with Company guidelines and policies with the objective of meeting the after-sales service goals of quality, delivery, cost, process optimization.

This role is responsible for leading customer service for Bought out and In-house products pertaining to Eyecare division in line with Company guidelines and procedures with the objective of meeting ISCM goals of Quality, Cost, Ontime delivery.

Reports To: Chief Manufacturing Officer, Eyecare Division

Interfaces

• External Interfaces-

  Franchisees & Vendors

• Internal Interfaces-

  Stores & Sales force, Sourcing, Ware housing & Logistics, Manufacturing heads – Lens & Frames, ISCM Council, PPC, HR / IT / Finance/ Admin team

Expected Process Contributions

• Alignment Management
• Monitor and review alignment deliverables, assess effectiveness
• Coordinate with Internal stakeholders with Manufacturing, PPC Warehousing & Logistics, to ensure consignments are delivered to the primary and secondary customers like store, CFL, Hubs on time
• Coordinate with Sourcing team for delivery alignment of vendors for order placed – Lens & Contact lens.
• Coordinate with Franchisees and sales team to ensure delivery alignment on time – Frame, Sunglasses, Contact lens, Lens, Spares & consumables to primary and secondary customers as per the defined SLA of TAT.
• Priority order management – Critical orders to follow up and ensure delivery to the customers.
• Ensure stock are maintained at various locations and delivery hubs as to ensure planned alignment is met
• Dailys alert to different stakeholder on delays.
• Conduct benchmarking studies and drive implementation of identified best practices including cost optimization
• Engage team in continuous improvement programs (Kaizen, Six Sigma, 5S, World Class Manufacturing etc).
• Complaints Management
• Track, monitor any customer complaints that arises from stakeholders such as stores, franchisees and end customers.
• Connect with relevant stakeholders to ensure complaints are resolved within stipulated time
• CAPA for complaints together with the ISCM – Council, to ensure reduction of complaints
• Review the open compliant and ensure closure, ensure reduction of long pending complaints
• Customer relationship management
• Ensure calls and queries are addressed on time
• Track, Monitor and improve the query resolution and attending of issues, zero drop calls.
• Manage customer query escalation matrix and ensure issues are addressed on time
• Ensure connect, develop and ongoing customer relationship with various stakeholders to better relationship and query resolution
• Scan market to identify new technologies & upgrade customer service solutions
• People management
• Foster high level of employee engagement and retention of talent
• Support leadership & functional capability building initiatives to facilitate succession planning for critical roles within the department
• Identify training needs for the team and follow-up with the corporate training team to ensure delivery
• Monitor and review performance parameters of the team and provide feedback on frequent basis to the team members
• Provide subordinates with adequate exposure and growth opportunities to enable readiness for higher roles
• Ensure periodic follow-up with the recruitment team to fill the vacant positions within stipulated time; in case of deviations escalate it to appropriate authority

Work Experience

Behavioural Skills

• High level of professionalism, integrity and commitment
• Ability to influence key stakeholders
• Good communication & interpersonal skills
• Ability to manage time and prioritise effectively
• Ability to analyse complex data, draw connections and advocate a coherent strategy for improvement

Knowledge

• Customer service Management & Development
• Knowledge of MS Office, Power BI
• SAP