SSO Executive - Sales Service Operation

Asahi India Glass Limited (AIS); Faridabad District; On-site; INR 400,000 - 650,000; Full time

Job summary

Asahi India Glass Limited (AIS) is seeking a Service Operations professional to drive planning, SOP tracking and customer experience improvements. You will prepare and maintain trackers, coordinate with Sales and Installation teams, monitor NPS/CSI, manage after-sales revenue actions and ensure timely closure of complaints.

The role requires strong process orientation and the ability to identify bottlenecks, with daily reporting across territory areas.

Qualifications

• Experience in service operations planning and tracking.
• Ability to manage SOPs and drive process improvements.
• Experience in collecting and analyzing customer feedback (NPS/CSI).
• Ability to prepare daily/weekly operation reports.
• Coordinate with Sales and Installation teams to ensure timely actions.

Responsibilities

• Prepare and maintain Service Operations Tracker.
• Disburse samples and brochures to Sales Team.
• Lead architect visit plans (Plant) and assign team.
• Prepare and maintain Customer Complaints Tracker.
• Track SOPs and upgrade to user-friendly processes.
• Identify bottlenecks and changes in SOPs.
• Measure NPS/CSI via customer feedback and share contact details monthly.
• Assess handover feedback form and generate voice of customer monthly via NPS.
• Analyze Customer Feedback and NPS data to extract Voice of Customer and bottlenecks.
• Inform cost of spare & services for out of warranty jobs.
• Ensure revenue collection of after sales orders.
• Ensure complaint closure within TAT.
• Prepare Complaint Tracker and update daily service issues for concerned territory with ASE.
• Ensure regular updates in the SO Tracker.
• Submit daily urgency plans to installation team.
• Ensure all processes are within TAT and highlight deviations.

Skills

Service operations

SOP management

Customer experience

NPS/CSI analysis

Complaint tracking

Report preparation

Cross-functional coordination

Job description

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