Job Description

Location:
Ahmedabad, GJ, IN
Areas of Work: Sales & Marketing
Job Id: 13546

External

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Service Delivery

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Responsible for ensuring quality and timely service delivery and overall customer satisfaction for the area handled. Scheduling consumer appointments and CC allocation on daily basis depending on factors like geographical spread, availability, consumer requirements etc. Ensuring the availability of all relevant colour tools and equipment in required quantity and quality with the colour consultants at all time. Extensive market visits with each colour consultant to understand the gaps in the service delivery and identifying scope for improvement. Analyzing CSS and NPS scores for customer satisfaction levels along with CC performance and taking consumer level corrective action wherever required. Ensuring smooth backend processes like timely delivery of swatches and invoices to the customer, timely collection etc. Reviewing critically the existing processes for service delivery and constantly improvising upon the same. Should maintain a healthy relation between team member and Company. Capability to support & sustain a positive work environment that fosters team performance. Skilled in identifying resource requirements and assigning responsibilities to the team while ensuring effective coordination amongst all. Expertise in imparting training to new members of the team and retraining of older CC's, monitoring performance and comparing to the month's objective Formulating plan & solution to assure achievement of agreed to volume & profit objectives.

Recruitment, Induction & Team Management -

Assisting the Unit Head in the recruitment of Colour Consultants Ensuring proper implementation of the induction module thereby ensuring field readiness of the CCs. Ensuring smooth handling of admin areas like ELC processes, On-time salary disbursement and regular reports submission etc. in coordination with the outsourced manpower vendor. Keeping the team motivated and engaged through formal and informal interactions Anticipating and identifying the impending issues for the CCs and offering timely resolution of the same.

Reports

Preparing and maintaining all Service Delivery related reports like UMR, Colour recommendation report etc. and analyzing the same for further action. * Preparing and maintaining all Backend Delivery related reports to ensure proper health of the CCH processes.