Mahindra & Mahindra Limited - South Asia business – Bangladesh

Manager - Customer Care

Vacancy

  • Undefined

Job Context

We are looking for Manager - Customer Care for Mahindra & Mahindra Limited, to work closely with distributor team to achieve assigned goals.

Job Responsibilities

  • Provide Service & Parts Support to distributors, to achieve targeted Distributor satisfaction score by analyzing weak areas, preparing improvement action plan with targeted dates of implementation, continuous follow-ups for closure of open pending issues.
  • Effective administration of Warranty policy to achieve customer satisfaction & warranty cost reduction. By monitoring the warranty claim flow on daily basis, approving on merits, analyzing trends, developing down level parts, training to warranty supervisor, conducting warranty audits during visits, reducing rejected & returned claims of distributors, tracking the lead time of payment to distributors.
  • Work as a single point window between field team & HQ customer care team in resolution of field technical problems.
  • Prepare a network expansion plan along with distributor. Provide adequate support to distributor to ensure network expansion is as per plan.
  • Implementation of Distributor / Dealers to Customers Service standards, monitor the implementation rate by conducting periodic audits, incentivizing the team for better scores.
  • Distributors / dealers network manpower is trained on M&M products.
  • Launch new product as per target dates. By formulating initial stock order, follow up for order, ensure availability of service Literature & training of manpower prior to launch at respective locations.
  • Monitor and improve CSI score of distributors by monthly monitoring of CSI scores, analyze trends, prepare improvement action plan & follow up till closure.
  • Plan and device service activities and scheme to promote CSI, CaPS.
  • Improvements in spare parts revenue thereby increase profitability of the department and ensure customer satisfaction. Monitoring the ordering pattern of distributor, check inventory, dead stock, fill rate of the distributor, fill rate of distributors to dealers, execution lead time. Based on the trend suggest improvements for all the above-mentioned fields, thereby increase the off take.
  • Process audit and implementation at distributor and dealers.

Employment Status

  • Full-time

Educational Requirements

  • Bachelor in Engineering (Mechanical / Automobile) / Diploma in Mechanical Engineering / Diploma in Automobile Engineering.
  • Skills Required: Automobiles Industries – Service & Spare parts.
Experience Requirements
  • 6 to 10 year(s)
  • The applicants should have experience in the following area(s):
    • Candidate having experience of Customer Support in Commercial Vehicle (HCV & LCV preferred)
  • The applicants should have experience in the following business area(s):
    • Automobile Service – HCV & LCV

Additional Requirements

  • Age 30 to 45 years
  • Preferred Experience in Commercial Vehicles – HCV & LCV Industries.
  • Selling Skills, Negotiation skills, Communication, Interpersonal, Planning and Team Work, Business Acumen, Inter-cultural Sensitivity.
  • Willingness to travel to hinterlands of the country
  • Product Knowledge

Job Location

  • Dhaka

Salary

  • Negotiable

Compensation & other benefits

  • As per Company Policy

Read Before Apply

If you think you are the right person, we are looking for, please send updated resume to the following

mahindrajobs.bd@gmail.com

Please do not forget to mention the position on the subject line.

Or

*Photograph must be enclosed with the resume.