SAR Team Leader

Job Summary

Mission: Deliver best in class Customer Experience, driving Operational & Quality Excellence with continuous improvement in our services levels and translating customer needs into impactful and time bound actions while identifying opportunities for growth.

Key Responsibilities : Responsible for leading a team of SAR's and SSR's to deliver excellence in customer service & drive customer experience, growth of business and renewals. Directly responsible for allocated customers.

This position will be permanently based in Chakan, Pune.

What you will do

Recurrent Services sales management (Primarily for Strategic & Operational Customers)

1. Monitor pipeline of Services (inside and outside Services Agreements) to meet targets with early mitigations / escalations
2. Drive growth of Services sales by increasing TPMS Hit Rate, ensuring Parts and Maintenance coverage and selling consumables to all customer's installed base.
3. Capture insights from customers / data to upsell / cross-sell by creating leads and opportunities
4. Provide Sales Support to Services sales team
5. Responsible for promotion and adoption of Tetra Pak's digital platforms for customers to self-serve

Operational Planning and Execution

1. Ensure profitability and timely implementation of Services Agreements, supporting renewals by excellence in delivery.
2. Lead communication and planning with customers for service and maintenance events, mandatory rebuilding kits, permanent and containment solutions
3. Lead and coordinate internally with other functions in the scoping and delivering of maintenance events including the external vendors.
4. Lead customer inquiries, respond and channel it into the organization
5. Drive continuous improvement of focused KPI's and process performance
6. Participate on the implementation of global projects and change initiatives within responsible area

Drive Customer Experience

1. Analyze and follow-up customer experience results on defined touchpoints together with Services functions
2. Drive proactive Non-CX quality improvement actions (Rebuilding Kits, Action Orders)
3. Liaises with Services functions to escalate the voice of customer & market to expediate resolution

We believe you have

• 7 plus years of leadership experience in sales support, administration & Customer Management.
• Strong productivity & continuous improvement focus
• Demonstrated exceptional Customer Service skills
• Proven expertise in team handling.
• Advance Excel and Analytical skills.
• Proven record of process implementation, discipline and organizational agility
• Strong continuous improvement focus
• Demonstrated Leadership Elements : Change, Collaborate and Perform
• University Bachelor in technical / business disciplines or equivalent

Commercial Compliance : Understand & comply with Tetra Pak's Commercial practices framework (including Pricing, Contract terms & Authorization matrix), regulatory framework & general code of conduct.
People Management : Coach and provide on the job guidance and learning to reportees. Identify competence gaps & ensure learning plan is in place. Support in case of complex situations/negotiations/escalating voice to Management team/resource providers when required.

KPI's : CX NPS for relevant touch points, Sales, Sales margin, e-business adoption, Services agreement Margin, TPMS Hit Rate, TPMS event completed in time, contract retention, MRK, Service end to invoice, Overdue, running hours accuracy.

We Offer you

. Variety of exciting challenges with ample opportunities for development and training in a truly global landscape
. Culture that pioneers spirit of innovation where our engineering genius drives visible result
. Equal opportunity employment experience that values difference and diversity
. Market competitive compensation and benefits with flexible working arrangements

Apply Now

If you are excited for a new adventure in Tetra Pak, please submit your resume in English through our career website.
This job posting expires on 8th Dec 2024