Job Description: <ol><li>Provide assistance in resolving customer and employee problems, incidents, issues, requests, and queries. </li><li>Collaborate with other support teams as needed to ensure the timely resolution of requests and issues. </li><li>Ensure accurate documentation, timely notification, proper escalation, efficient tracking, and thorough follow-up for all incidents.</li><li> Focus primarily on customer and employee interactions rather than transaction processing. </li></ol> Qualifications: <ol><li>Strong communication and interpersonal skills.</li><li> Ability to work collaboratively with cross-functional teams. </li><li>Detail-oriented with excellent organizational skills. </li><li>Problem-solving and critical/logical thinking abilities. </li><li>Previous experience in customer or employee support is a plus.</li><li>100% Work from Office</li><li>Only Night Shifts | Shift Hours: 9.5Hrs</li><li>Good English Communication Skills</li></ol> <h3>experience</h3>3

<h3>Job Description: Customer Relation Manager</h3><p>Summary: Responsible for hitting sales targets by managing high-rise and general contractor accounts. You will track projects from the planning stage to final sale, ensuring our products stay in the project specifications.</p><p>1. Sales & Growth</p><ul><li><p>Meet monthly and annual sales targets.</p></li><li><p>Manage a project pipeline (from lead to closing).</p></li><li><p>Focus on high-rise and high-potential contractors.</p></li></ul><p>2. Market Intelligence</p><ul><li><p>Monitor competitor pricing and activities.</p></li><li><p>Map out new construction projects in the territory.</p></li><li><p>Adjust strategies to grow market share.</p></li></ul><p>3. Business Development</p><ul><li><p>Find and onboard new, high-potential contractors.</p></li><li><p>Convert new opportunities into active revenue.</p></li><li><p>Launch new products through office presentations and demos.</p></li></ul><p>4. Relationship & Technical Management</p><ul><li><p>Build strong bonds with key accounts.</p></li><li><p>Ensure our products are specified in turnkey contracts.</p></li><li><p>Handle the end-to-end process: Extraction → Delivery → Payment.</p></li></ul><p>Key Success Metrics (KPIs):</p><ul><li><p>Target Achievement: % of sales quota met.</p></li><li><p>Pipeline Value: Total value of upcoming projects.</p></li><li><p>Conversion Rate: Leads turned into won deals.</p></li><li><p>New Business: Number of new contractors signed.</p></li></ul><h3>experience</h3>7

Job Description – Global Customer Delight – Customer Support (E2/E1)<br />Designation: Assistant Manager - Global Customer Delight<br />Office Location: MBP Navi Mumbai (Head Office)<br />Role Summary:<br />To Lead team & process set up for customer service at GCD. Be a pioneer in building relationships<br />with customers across the business. To assist in the development, performance and maintenance of<br />the customer service activities of the organisation with responsibility for the day-to-day activities of<br />CS team. Support digitisation project at GCD CS & be change & process driver.<br />Primary Responsibilities:<br /> Manage & lead team of 4-5 CS team members & guide them for day-to-day activities of<br />customer service.<br /> Collaborate with sales, operations & customer service team.<br /> Overview order management & execution – (Domestic / Export) in system.<br /> Monitor day-to-day activities required to be performed by the CS team for export &<br />domestic transactions & achieve monthly sales target set for business.<br /> Understanding of export documentation requirement & accordingly guiding team.<br /> Measure performance by delivering orders with 98% CDI by ensuring zero COPQ (cost of<br />poor quality).<br /> Lead set process automation & ERP system adherence – leading by example.<br /> Handling customer feedback received in a structured manner leading to improvement in<br />service & ultimately the NPS.<br /> Conducting regular training sessions for team members.<br /> Working & adhering to internal as well as external SLAs.<br /> Identifying to upsell & cross-sell additional products or services to customers based on their<br />needs & preferences maximizing sales & revenue.<br /> Handling internal & external complaints raised on services levels & appropriately addressing<br />& closing with CAPA.<br />Reporting Team<br />•       Reporting Designation: Customer Support Manager<br />•       Reporting Department: Global Customer Delight<br />Educational qualifications preferred & experience:<br /> Degree: Bachelor’s / Master’s degree in technical or commercial education.<br /> Work experience around – 8-10 years<br /> Experience in leading team<br /> Hands on experience in SAP – SD module<br /> Salesforce experience preferred Required Certification/s: Supply chain specific certification- if any.<br />BEI Key Performance Indicators (KPIs):<br />First response time – Adherence<br />Customer Delivery Index– 98% ( OTIF)<br />Order confirmation Index -100%<br />Zero COPQ<br />Tracking & measuring SLA Score Metrics.<br />Career Development Plan for junior team members Required Competencies:<br />Experience in handling & lead time.<br />Well versed with domestic as well as export transactions, expert in LC reading & understanding &<br />processing documents.<br />Process oriented mindset & ability to lead. Required Skills:<br />Strong team influencing skills & understanding business priorities.<br />Excellent communication skills<br />Customer support skills<br />Strong analytical skills<br />Conflict management<br />Ability to persuade team through effective communication & strong collaborations skills – to manage<br />internal and external stakeholders.<br />Exhibition of strong work ethic & responsiveness to facilitate excellent customer experience.<br />Any Specific Requirements:<br />Physical: PwD (person with disability) will also do/ will not do<h3>experience</h3>8