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