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| Job Location | Hyderabad |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | Manufacturing |
| Functional Area | Customer Care Executive |
| EmploymentType | Full-time |
I. Purpose of PositionTo be a Customer Advocate in plant by focusing on issues and requests from customers. Timely communication to the internal and external customers regarding complaints and requests. Identify customer pain areas and conduct technical analysis of issues to provide solution for the same. Co-ordinate with cross functional teams to improve the performance of product and customer satisfaction.II. Key Responsibilities:Responsibilities for the Customer Advocate are as under. Monitor the key KPIs related to customer satisfaction and product performance like CNPS, PRR, bFO Case analysis, DCR, CR, RTA, PIQ, etc. Conduct partnering with FO, Service teams and customers to understand VOC and promote Customer Centric activities. Develop Customer stories to build confidence to the customers. Conduct technical analysis on field return products and close loop outcomes of the analysis. Work with Technical Experts to provide Technical Expert analysis report to customers to build confidence among customers Conduct Customer First culture activities within plant Initiate PRB / I2Ps (Issue to Prevention) for customer issues to track the systematic and effective solution for customer issues. Respond to Customers within 24 Hours for each DCR and CRs Participate in Monthly Governance meetings with Global and FO teams to drive solution for customer complaints. Drive FMEAs for customer related processes and understand Hot Points to work upon in order to improve CNPS, DCR, CR and PRR performance. Develop tests to fail for all types of product failures. Develop Instruction Videos, troubleshooting guides for customer application related activities.III. RelationshipCustomers Front Office Service Technical Antenna / Design Line Of Business Production Logistics / Supply Chain Management IQC Process Quality Production IG PlantsIV. Measure of performanceCustomer Net Promoter Score (CNPS) % Product Return Rate (PRR) PPM Delivery Complaint Rate (DCR) PPM Complaint Request Closure lead time Return for Technical Analysis performance (RTA) % Lead Time for TEX closure Max 5 working days Prevention Index % Customer Advocate SWAT Socre %, *V. Background and Skill:BE/BTech in Electrical Engineering Excellent communication, influencing, convincing & Presenting skills Passionate about customersVI. Personal Trait ProfileResults oriented individual who seeks responsibility and has a propensity to solve problems and drive the change. Candidate should possess effective influencing and convincing skillsVII. Scope and Impact of Position Responsibilities. This role will have a tremendous impact on driving customer satisfaction.
Keyskills :
net promoter scoresupply chaincase analysiscustomer centrictechnical analysiscustomer satisfactionelectrical engineering