SSO Executive - Sales Service Operation

Responsibility Heads Key Responsibilities/KRAs

Planning - Prepare and maintain Service Operations Tracker

• Ensure timely disbursal of samples and brochures to Sales Team
• Lead architect visit plans (Plant) and assign team for addressing areas.
• Prepare and maintain Customer Complaints Tracker on a regular basis
  
  

Systems & processes - Track and trace all the SOPs for each processes and upgrade to make them user friendly and as per business requirement.

• Identify bottlenecks and make necessary changes in SOP's to smoothen service operations
  
  

Customer Experience - Measurement of NPS and CSI through customer feedback and sharing customer contact details of completed orders with Call center on monthly basis

• Ensure assessment for Handover feedback form received by Installation team from customer and generating voice of customer on monthly basis from NPS
• Analysis of Customer Feedback form and NPS data to extract Voice of Customer and current bottlenecks of service
  
  

After Sales Revenue - Inform cost of spare & services for out of warranty jobs to customer in a timely manner

• Ensure Revenue collection of after sales orders
• Ensure complaint closure within TAT
  
  

Report Preparation & Timely information flow - Prepare Complaint Tracker and update daily service issue of concerned territory areas with concerned ASE.

• Ensure regular updates in the SO Tracker
• Submit daily urgency plans to installation team
• Ensure all processes are within TAT and highlight any deviations