Sr. Executive Customer Service

Senior Executive – Customer Service (Fire Safety Solutions)

Key responsibilities -

Reporting To: Operations Manager / Business Head

1. Channel Partner Management

Key Responsibilities

a.     Manage and coordinate existing channel partners, dealers, and distributors.

b.     Ensure regular engagement and relationship building with channel partners.

c.      Support partners in quotations, technical submissions, and order processing.

d.     Monitor partner-wise sales performance and growth.

e.     Resolve channel partner issues and service escalations.

2. MIS & Reporting Management

Key Responsibilities

a.     Prepare and circulate daily, weekly, and monthly MIS reports.

b.     Maintain sales pipeline, enquiry tracker, order tracker, and collection tracker.

c.      Generate performance reports for management review.

d.     Ensure accuracy of operational and sales data.

3. Debtor Follow-up & Collections

Key Responsibilities

a.     Monitor outstanding receivables and debtor ageing.

b.     Conduct regular follow-up calls with customers for payment realization.

c.      Coordinate with sales team for collection support.

d.     Maintain collection records and commitment tracker.

e.     Escalate overdue cases to management.

4. Customer Calling & Relationship Management

Key Responsibilities

a.     Conduct customer follow-up calls for quotations, orders, renewals, and AMCs.

b.     Maintain customer database and communication records.

c.      Obtain customer feedback regarding products and services.

d.     Identify repeat business opportunities.

5 Order Processing & Coordination

Key Responsibilities

a.     Coordinate with sales, stores, logistics, and service teams.

b.     Ensure timely processing of customer orders.

c.      Track dispatch and delivery status.

d.     Maintain order documentation.

6. Tender & Project Coordination Support

Key Responsibilities

a.     Assist in preparation of tender documents and compliance papers.

b.     Coordinate project documentation and submission requirements.

c.      Maintain records of ongoing projects and tenders.

7. Customer Service & Complaint Resolution

Key Responsibilities

a.     Register and track customer complaints.

b.     Coordinate with service engineers for resolution.

c.      Ensure closure of complaints within agreed timelines.