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Belgaum

    Regional Service Manager - Belagavi, India - CEAT

    CEAT
    CEAT Belagavi, India

    5 days ago

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    Description

    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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