Customer Service Manager

CIRCOR International, Inc.; Coimbatore District; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

CIRCOR International, Inc. is seeking a Customer Service Manager to maintain and enhance customer satisfaction from post-order to payment collection. You will lead the service team, manage order booking, and coordinate with internal stakeholders.

Ideal candidates bring mechanical engineering background, MBA, and 10–12 years of experience in Customer Service/Inside Sales/Project Management with exposure to international clients. Engineering, ERP, and CRM proficiency are essential.

Qualifications

• Engineering graduate with mechanical specialization and MBA is preferred.
• Experience in Customer Service/Inside Sales/Project Management with international customers is desirable.
• Proactive, organized, data-driven with strong communication across teams.

Responsibilities

• Drive customer satisfaction by managing post-order lifecycle from booking to payment collection.
• Oversee order booking, dispatch coordination and documentation control.
• Ensures timely order acknowledgement and internal order reviews.
• Lead cross-location teams and manage KPIs for customer service excellence.
• Interact with multiple systems and customer portals (ERP/CRM).

Skills

Proactive customer service

Inside sales

Leadership

Data management

Project management

Analytical skills

Communication skills

Portal knowledge

Education

Engineering Graduate in Mechanical

Diploma in Mechanical Engineering

MBA

Tools

MS Office

CRM

Job description

MATRIX REPORTING: Director - After Market Sales & Service

POSITION DETAILS

Position Summary

The Customer Service Manager is responsible for maintaining and driving customer satisfaction by establishing a professional and positive relationship with assigned customers and internal stakeholders throughout the life cycle of post order, order booking to payment collection.

• Drive customer intimacy through market feedback analysis
• Improve customer satisfaction level from the current level
• Manage and drive the customer service team effectively to meet the functional KPI’s
• Manage and report the order booking for management through booking dashboard
• Respond promptly to customer requests, calls, emails and drive customer satisfaction
• Review customer master creation forms and ensure proper customer onboarding in ERP
• Responsible for order booking and cancellation process as per business guidelines
• Ensure sales order booking in ERP is clear and accurate as per customer order by performing the contract review process meticulously
• Participate in the internal order review process CORB, at the time of order transfer for execution
• Ensure Sale Order Acknowledgement is provided to customer within defined timelines
• Perform open order review with team members and participate in SIOP meetings to drive the customer delivery needs.
• Oversee the dispatch co-ordination and monitor documentation control against the orders and shipment to enable the payment collection within agreed due date.
• Handling any post order customer queries, expedite request and customer complaints, to be communicated with the internal teams and drive for resolution.
• Open communication with team members to share information and knowledge to drive customer satisfaction
• Follow established guidelines and monitor all activities within the function as per KPI Metrices
• Responsible for all reports with respect to order booking, customer order status, delivery and other MIS reports as required by management time to time
• Work with multiple systems including databases and customer portals (GE, BH, BHEL, GRSE, MDL, L&T, Thyssen etc.)

CANDIDATE REQUIREMENTS

Knowledge Skills & Abilities

• Ideally experienced in proactive customer service, good inside sales approach and business understanding with ability to multi-task creatively and resolve issues
• Good communication and interpersonal skills
• Excellent leadership skills with an ability to work with diverse teams in multiple locations
• Excellent in data management and analysis
• Strong project management skills, including the ability to prioritize, balance, and manage multiple efforts
• Good analytical skills and solution-driven thinking
• Ability to communicate effectively across mediums, audiences, and situations
• Ability to drive the internal teams to drive customer satisfaction
• Demonstrate personal ownership for tasks and follow through till completion
• Good to have customer web portal knowledge and other major OEM portal experience
• Knowledge of and experience in working with customer and industry-specific requirements/standards will be an added advantage
• Thorough knowledge of MS Office, CRM and other applicable tools

Education & Experience

• Engineering Graduate with specialization in Mechanical/Diploma in Mechanical Engineering with MBA
• 10 to 12 Years of experience in Customer Service/Inside Sales/Project Management function
• Experience of handling international customers in US, Europe and Middle East will be an added advantage

CIRCOR is an EEO Employer of Females/ Minorities/ Veterans/ Individuals with Disabilities