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At Tetra Pak we commit to making food safe and available, everywhere and we protect what's good - protecting food, protecting people, and protecting the planet. By doing so we touch millions of people's lives every day. And we need people like you to make it happen.
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.
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
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.
. 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
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
Function:Sales
Job Type:Permanent Job
Date Posted: 28/11/2024
Job ID: 101692755
Tetra Pak is a Swedish-Swiss multinational food packaging and processing company with head offices in Lund, Sweden, and Pully, Switzerland
