EXECUTIVE N – CUST. SERVICE TECHNOLOGIST – LUCKNOW

Lucknow, UP, IN

Areas of Work: Customer Centricity Job Id: 12953

EXECUTIVE N – CUSTOMER SERVICE – TECHNOLOGIST – LUCKNOW – (BSc/Msc – Chemistry)

Job Purpose

CSE is a regional resource & will be responsible for Complaint handling in his region. He will support the front line in critical complaints. He will attend the complaints along with TSE and will identify the root cause of the complaint and provide solution to the customer. He wilL support to the TSEs on phone to provide technical assistance.

Business Responsibility Areas

• CSE is technical resources and provide technical support to front line either through site visits or over the phone.
• CSE attend the complaint proactively if somebody is new in the system or on demand even an experienced TSE (Territory Sales Executive) is not able to understand the complaint technically.
• As a Trainer – Basis on experience Conducting PTP for now joinees & conducting Shop Meets, Painter Meets & Dealer meets and educate them about right product usage and New products etc.
• Keeping an eye on complaint trend and immediately highlighting any defective batch and Hence restricting possible complaints from the field.
• Also, Capturing Market Practices, Conducting Color Sure Audits and sharing the reports to Sales team as preemptive measures to stop complaints from the field.
• Duplicate Material / Counterfeiting issues – CSE immediately provides field support to legal team in decided protocol and we have done successful raids in the past against such people or Manufacturer
• Testing New products / Formulations – Working along with R&T to test new products or formulations on the field before launch of the product Sharing all market Visit reports in time Monitoring & ensuring compliance to Critical Parameters for the entire region (In Time performance for – 4 Hrs Calling & 2 Days Visit, – 5 Days resolution, – NPS, AM remarks for Dissatisfied Customer, Data Hygiene etc)

Scope of Work

• Financial Scope (Range of financial spend): Expenses incurred on regular Travelling in the region
• People Management Scope (Range of no. of Direct/ Indirect Reports): No Direct or Indirect Reports but CSE need to deal with entire sales team and influence them to adhere to the complaint process & meeting the benchmarks for critical parameters.
• Geography Coverage (Country-wide/ State-wide / Area-wide) Regionwide (In this case NCR)

Key Interactions

Internal CSE will coordinate with various functions in complaint area, like for In Can complaints with plant, for product related issues with technology, for customer issues / legal cases, Duplicate Material Cases with legal team. CSEs will analyse the data and will present the trend analysis regularly to RMs & AMs. Will highlight the good work and will talk about improvement areas during Branch meets and Peak Days etc. He will drive the CC agenda as and when communicated by HO – CC team

External Interaction with End Customers, Painter, Contractors, AID, Dealers etc who are involved in painting process or complaint during or post painting (as far AP complaint process is concerned)

Qualifications – Post-Graduate or Graduate in Science (Chemistry) and / or Diploma in Paint Technology

Previous Experience Within the AP field role is Preferred (like from other technical roles in APEHS, APPS, Smartcare Woodfinish etc) Functional Competencies Paint Technical Knowledge, Good at Communication Behavioral Competencies Meticulous, Punctual Additional Requirements Good if the person knows about Microsoft – Excel Operation (Required for complaint data analysis)