Deputy Manager- Customer Care

Mahindra & Mahindra Ltd

Responsibilities & Key Deliverables Creating systems to ensure first time right service as well as managing processes to ensure no loss of production.Linking up with Quality and PDRDS to ensure product feedback is incorporated in existing and future products.Managing the state by undertaking relationship building between dealers and state team.Ensuring that the new initiatives are implemented efficiently as well as making sure of their success.Working with subordinates to prepare them to take the organization into the future.Understand ing the internal and external Customers stated and unstated requirements and working towards creating a culture of customer focus, thereby building the Mahindra brand in Customers mind.Understand ing the basic requirement of products in the market based on competitors product study, interfacing with Quality in PDRDS to rectify product issues as well as building confidence of the product in the sales team.Ability to build a rapport with channel partners and the sales team being the main link between the field and head office.Ability to develop systems and processes to ensure workshop and dealer profitability.Ability to design and implement new Customer Care initiatives in the field.Creating systems to ensure first time right service as well as managing processes to ensure no loss of production.Linking up with Quality and PDRDS to ensure product feedback is incorporated in existing and future products.Managing the state by undertaking relationship building between dealers and state team.Ensuring that the new initiatives are implemented efficiently as well as making sure of their success.Working with subordinates to prepare them to take the organization into the future Preferred Industries Agriculture Implemen Automobile Tractor Education Qualification Bachelor of Engineering; Bachelor of Engineering in Mechanical; Bachelor of Engineering in Agriculture; Bachelor of Engineering in Automobile General Experience 10- 15 Years Experience Critical Experience System Generated Core Skills Business Analytics Customer Satisfaction Service Orientation Customer Sensitivity Product Management Relationship Management Influencing Skills Conflict Management System Development Six Sigma Process Management Production Planning Product Planning Service Initiatives & Campaigns Talent Acquisition Internal Communication Brand Value Proposition Brand Positioning Brand Building Requirement Analysis Competitor Analysis Quality Assurance (QA) Product Training Sales Process Design & Implementation Finance Fundamentals Credit Management Planning for Dealership Profitability Project Management Customer Centricity System Generated Secondary Skills

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