customer relationship manager
Quantum energy Limited
Total years of experience :9 years, 10 Months
• Definedandcloselymonitoredshortandlong-termgoalsandobjectivesforalldepartments.
• DevelopedcloseandpersonalrelationshipswithCustomerstoensurecustomerloyaltyandretention.
QUANTUMENERGYLIMITED(OEM):Customer Relationship Manager from Nov-2022 to till date.
• Maintains and develops business contacts and relationships, in support of all Schuler products. Maintains records and logs of activities as directed.
• Coordinates sales and market development activities with the Director of OEM team. Includes strategic and operational sales work.
• Responsible for market development, sales and operational sales work with assigned Key team members. Coordinates related activities with other OEM Sales Managers and with Director of OEM.
• Support, as necessary, customer service and sales functions.
• Support product marketing efforts by identifying new company product line information. As necessary, assist marketing in updating product presentation media (i.e., PowerPoint presentations, domestic and global installations, technical papers, etc.).
• Ensure and align organization mission in line with MBIL assigned targets as per sales and after sales appendix.
• Liaised between customers and organization with particular focus on working with sales
department.
• Promotes organization and support motivation of employees.
• Managed department call per day and coordinated department schedules to maximize coverage during peak hours.
• Ensure the timely decision making.
• Track and take appropriate steps to improve bottom line. Timely
submission of claims to MBIL.
• Monthly/quarterly Review of each department.
• Training on new applications age (Eg: SFDC Training provided frequently to the sales team).
• Ensure100%entryofenquiriesinSFDCandupdateondailybasis
• Ensure correct details of customers in the SFDC.
• Planning and implementing sales incentives for sales staff.
• Tracking of Sales business performance to achieve Quality bonus announced. Ensure adherence to MBIL standard sales process.
• Ensuring all sales staffs are trained as per MBIL standards.
• Created activities and engagements to enhance customer experience, knowledge, and
patronage.
• Conducted training and mentored team members to promote productivity, accuracy, and
commitment to friendly service.
• Offered internal and external customers first-rate customer service to maximize satisfaction and
business success.
• Ensure that the customer database is maintained in High order.
• Ensure that Service appointment are taken and prepared as per Service Core Process.
• Ensure that the pick-up and drop-off/courtesy car service is coordinated with service reception. Arrange bookings of replacement and loan vehicles.
• Ensure all Negative feedbacks are processed via Customer complaint Process.
• Maintain Monthly Records of Telephone Reports as Per Standard and using correct documents.
• Prepare monthly Telephone report Summary for Management to discuss and decide the actions
• Ensure that all concerns are closed within 3 days from the date of raising concern.
• Ensure to raise recording of Customer Complaint for every concern.
• Ensure to make appropriate entry with serial number on Customer complaint management process online
• Liase with Service manager, Service Advisor to get full details of Service history.
• Ensure the Complaint closure data and root cause data is captured in Complaint management Process using Online Tool.
• Maintain Monthly Records of Customer complaints as Per Audi HSO Standard and using correct documents.
• Prepare monthly customer complaint Summary for Management to discuss and decide the actions.
• Keep the Online Customer complaint process up to date.
• Ensure that the customer database is maintained in High order.
• Ensure that Service appointment are taken and prepared as per Service Core Process.
• Ensure that the pick-up and drop-off/courtesy car service is coordinated with service reception. Arrange bookings of replacement and loan vehicles.
• Ensure all Negative feedbacks are processed via Customer complaint Process.
• Maintain Monthly Records of Telephone Reports as Per Standard and using correct documents.
• Prepare monthly Telephone report Summary for Management to discuss and decide the actions
• Ensure that all concerns are closed within 3 days from the date of raising concern.
• Ensure to raise recording of Customer Complaint for every concern.
• Ensure to make appropriate entry with serial number on Customer complaint management process online
• Liase with Service manager, Service Advisor to get full details of Service history.
• Ensure the Complaint closure data and root cause data is captured in Complaint management Process using Online Tool.
• Maintain Monthly Records of Customer complaints as Per Audi HSO Standard and using correct documents.
• Prepare monthly customer complaint Summary for Management to discuss and decide the actions.
• Keep the Online Customer complaint process up to date.
• Provide professional and accurate administrative support to the Isuzu sales team.
• Check the present stock and sales reporting on regular basis.
• Analyze the sales team individually and monitor their performance on a daily basis from DMS.
• Monitor CRM activities and resolve the escalated issues.
• Develop and utilize effective filing and retrieval systems, and maintain office supplies by placing orders and evaluating new products
• Prepare monthly customer complaint Summary for Management to discuss and decide the actions.
• Maintain Monthly Records of Telephone Reports as Per Isuzu HSO Standard and using correct
documents.
• Prepare monthly Telephone report Summary for Management to discuss and decide the actions
• Handle procurement of materials and services.
• Updating on daily basics PSF calls status and tracking the reports of SSI satisfaction.
• Delivery Process Adherence.
• Call centre management.
• Motivation all leadership quality.
• Served as first point of contact for customers, faculty and staff calling or visiting the main office.
• Filed and maintained records
• Organized and replied to emails as needed.