Carrier Airconditioning & Refrigeration Ltd.

Job Title: Customer Relationship Officer Department: Service Operations Location: Bhubaneswar Summary: We are looking for a proactive and detail-oriented Customer Relationship Officer to serve as the first point of contact for customers and dealers, manage service operations, support dealer network operations, and contribute to service excellence initiatives. Key Responsibilities: 1. Serve as a first point of contact to customers and dealers 2. Keeping track of all type of service calls and follow up for closure to ensure TAT adherence 3. Keeping track of the PM Reports its Validation and submission for all KA Customers 4. Allocation unidentified Calls 5. CCN Support to dealer for Call Booking , Call Allocation, Equipment Registration, spare part indent and closing and share MIS with them on regular basis 6. Communication with channel for spare part availibility & their claims 7 . Part code identification / selection support to dealers in ccn 8. Collection & record keeping of branch ranking documents like JRA/ Installation Audits, Service Intercepts, EH&S Training, Product Training & Appreciation letter on MS Forms ( Service MIS) 9 . Customers revert on transactional mails 10. Mobility & EFS Tracking and ensure 100% Active technician & >95% Closure on Mobility 11. Follow up for spare part with service manager and approval of claimed spares and keepig a track 17 Issuing and Tracking of Delvery of spares against SO 12. Follow up with the CCN team for correction of CCN errors 13. Customer Code Creation 14. STO Creation and STI Follow up 15. Close cordination with Branch Service Manager and Service Team to improve branch ranking parameters 16 . Sharing of Do & Charge Works Quotation as per RC to KA customers Qualifications: Graduate in any discipline (technical background preferred) 3–4 years of experience in service coordination, customer support, or operations Experience in working with dealer networks or service channels is a plus Skills Required: Strong communication and interpersonal skills Proficiency in MS Office (Excel, Word, Outlook) Familiarity with CRM/ERP tools (e.g., CCN, SAP) Excellent organizational and follow-up skills Problem-solving and analytical mindset