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Service
- Confer with key customers to provide information about products or services, or obtain details of complaints.
- Handle escalated complaints, settle disputes, and resolve grievances and conflicts.
- Review all relevant information to assess pattern of complaints and to determine possible causes of complaints
- Manage and ensure resolution of complaints received at the BPO pertaining to the allocated region
- Analyze overall product performance data
- Review high value claims adjustments with channel partners & customers, examining parts claimed to be defective, and approving or disapproving the claims
- Participate in claim inspection on a sample basis to ensure accuracy of the process
- Order tests that could determine the causes of product malfunctions
- Refer unresolved customer grievances to respective functions for further investigation.
- Recommend improvements to respective functions in areas of products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
Coaching/ Training
- Assess, implement and supervise the training needs and programs of sales staff
- Provide ongoing support to the sales staff to manage non-routine/ high value complaints and claims
- Update sales staff product knowledge on a regular basis
Demand generation & Retention
- Implement sales strategy for achievement of sales target for each Segment and Product in the assigned geographic region through Key accounts.
- Seek potential key accounts and direct customers to expand the customer base for CEAT.
- Review that processes related to dispatch , payments and claims for the key accounts are within stipulated timelines
- Ensure that key accounts are retained and intervene when required
- Conduct regular meetings with big fleets and government institutions.
- Contact regular and prospective key customers to demonstrate products, explain product features, and solicit business
- Participate in technical discussions with customers
- Recommend products to key customers, based on customers' needs and interests.
- Answer key customers' questions about products, prices, availability, product uses, and credit terms.
- Advise key customers on the use of products or services.
- Drive activities such as Driver Training programs, Consumer meets, Truck meets, OEM Dealer meets and monitor participation and feedback
- Participate in test tyre performance tracking for priority customers
- Develop proposals for current or prospective key customers.
- Estimate on quote prices, credit or contract terms, warranties, and delivery dates.
- Negotiate details of contracts and payments.
- Monitor market conditions, product innovations, and competitors' products, prices, and sales.
- Develop and maintain a thorough knowledge of products and services to provide accurate information to customers.
New Business Development
- Seek new potential accounts and product opportunities within the designated geographical area thereby expanding the CEAT customer base.
- Conduct periodic surveys to assess customer perception on service and brand image, and provide related inputs to the marketing/R&D teams on customer preferences
Relationship Management
- Visit regularly key customers for the region.
- Partner with Customers by resolving their problems / challenges with respect to sales & marketing of CEAT products.
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