Senior Specialist Customer Experience

1) Job Purpose

Support Dealers / fabricators in execution of customer orders on time, ensuring maximum customer satisfaction

Quality check at different stages of order processing from order confirmation to handover to ensure quality products are delivered to end customer

Assistance in Building Capacity of Dealers / fabricators workforce through skill training and assessing the quality of training for Survey and installation process

Complaint management 

Dealer management 

3) Job Context & Major Challenges:

Job Context : 

To create Eco system for ensuring adequate competitive manpower availability at Dealer and Fabricator for Surveyors and Installers availability.

Process and Quality check at different stages of customer order movement from order confirmation to hand over to ensure quality products are delivered to end customer. Assisting is correction of any issues/errors along with the Fabricator/Dealers. 

Assistance in Building Capacity of fabricators workforce through skill training and assessing the quality of training. 

Complaint management – To monitor complaints logged in system and ensure closure as per defined policies

Dealer / Fabricator Management – Visits and monitoring dealer performance w.r.t KPI defined in service perspective 

Job Challenges: 

The Candidate will need to work on customer and fabricator sites and ensure that the orders are delivered in accordance with the standards laid down by Eternia and on time. It is also important that the learnings from the fabricators production and installation sites are integrated back in the training programs

Travel will be there across big territories and training management Adherence to Service KPIs / Dealer & Fabricator management / complaint Management and data management will be crucial part of Job.t 

4) Key Result Areas/Accountabilities:

Key Result Areas/Accountabilities

Supporting Actions

Assisting / Carrying out fabrication & Installation training at Fabricators location and customer location

Demonstrate / Assist in Demonstration of various processes involved with window fabrication & Installation

Complaint Management 

To review and monitor complaints logged in system and ensure closure as per defined Policies. 

Quality Assessment through the manufacturing process and of Sites where windows are installed 

Carry out quality assessments through the process and at site where the issues are observed or reported especially carried out by individuals who are trained at the workshop 

Collating learnings of quality issues at sites 

Create reports and share with the reporting manager, also share insights into the performance of trainees 

Order Execution Support

Support Dealers and fabricators to ensure all orders are executed on time and per Eternia standards