Client Services Manager à United States

Work Controller with Brand & MFP related Technical and Commercial Skills.
Manage customer incoming calls and update the repair status.
What you will do:

• Manage Jobs / Customer requests
  • Log Service delivery requests & Supplies delivery requests.
  • Ensure SLAs in attending calls with least Call Abandon Ratio.
  • Allocation of Jobs considering geographical routing, maximizing per day per Tech productivity, meeting response time 2 – 4 hours, assessing Load Vs Capacity of Techs.
  • Plan the Preventive Maintenance schedule based on AMC terms and/or Document volume of the Printers / MFPs.
• First Line Support (FLS) - Provide resolution over the phone/email to the Customers for their Printers / MFPs (product features, Scan / Print / Fax issues/Solutions issues).
• Awareness of Brand’s Technical data repositories for product features and service-related data.
• Customer relationship management (key for CS and for service referrals for new machines).
• Work in close coordination with Supervisor / Manager and the field teams (technical & delivery crews) for real-time service support to the customers.
• Prepare Estimates / Quotes – Awareness of Spare Parts and the replacement articles.
• Follow up for estimate approvals.
• Update full cycle of the Jobs in SAP – Notification/Service order/Spare requests/Job update/Invoicing.
• Coordinate with stores for parts / units.
• Filing of relevant documents.
• Coordinate with Drivers for the committed deliveries.
• MIS reports.

• Follow up with customer for estimate approval.
• Update full cycle of the Jobs in SAP – Notification/Service order/Spare requests/Job update/Invoicing.
• Coordinate with stores for parts / units.
• Prepare Estimates / Quotes – Awareness of Spare Parts and the replacement articles.
• Allocate the daily incoming jobs to technicians.
• Follow up with technicians and customers for field appointment and ensure the schedule is attended as per the commitment.
• Ensure feedback/schedule changes if any are updated to the customer in time.

Desired Candidate Profile

• Coordinate with Drivers for the committed deliveries.
• Follow up and collect the outstanding payment from the customers.
• Minimum 15 hello calls to the customers and update the report and submit every Saturday.
• Customer complaints very minimal – based on the target.
• Customer incoming calls to be attended within min rings based on the target.

Required Skills to be Successful:

• Sales Skills.
• Analytical skills.
• Customer handling capability.
• Effective Communication.
• Interpersonal skills.
• Problem solving.
• Great organizational and time management abilities.
• Strong communication and interpersonal skills.
• Business acumen & market understanding.

What Equips You for the Role:

• Bachelor Degree with similar sales experience.
• Minimum 3 – 5 years experience in a similar position in inventory management in Consumer Electronics / IT industry.
• MS Excel, PowerPoint, and Outlook knowledge.