Senior Service Manager - FMCG (10-15 yrs)
Implement systems to generate revenue, maximize productivity, deliver quality & timely service through customer focused service activities
Continuously build service infrastructure to ensure proactive customer retention
Ensure complaint feedback is relayed to quality team related to technical complaints, product enhancements, new features etc
Provide direction & create a motivational climate to maximize contribution of each individual; Build teams with complimentary strengths to collectively produce results
Implement best practices like mandatory service & same day response to customer complaints
Coordinate training plans & ensure all leaders train service personnel to deliver timely & quality service
Make sure policy & service manuals, spare parts price lists of new & existing products reach the front line
Control free replacements by monitoring ongoing consumption patterns, product wise
Build human capital through retention & development; create strong line of succession by providing opportunities for earning, learning, pride & fun
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