CDS Specialist

Role & responsibilities

• Act as a single point of contact between customers and internal departments (Production, Quality, Design, and Dispatch).
• Manage customer communication related to order status, delivery schedules, and service requests.
• Handle technical and commercial queries post-order and ensure timely resolution.
• Coordinate with the Production and Dispatch teams to ensure timely execution of customer orders.
• Prepare and verify dispatch documentation such as packing lists, test certificates, and inspection reports.
• Arrange customer inspections (FAT) and support inspection clearance documentation.
• Register and monitor customer complaints/warranty cases, coordinate with service engineers for site visits.
• Follow up for defect analysis, corrective action reports, and closure of complaints within defined timelines.
• Support the team in handling transformer failures, repair coordination, and replacement processes.
• Maintain and update order execution status, dispatch tracker, and customer communication logs.
• Prepare regular MIS reports for management review (dispatch summary, complaint summary, pending issues, etc.).
• Ensure proper record-keeping of all customer communication and technical documents.
• Build and maintain long-term relationships with key customers, utilities, and EPC contractors.
• Participate in customer review meetings and contribute to improving satisfaction levels.
• Strong communication and coordination skills.
• Knowledge of transformer manufacturing process and key components.

Preferred candidate profile

• Familiarity with customer service workflows (order tracking, complaint handling, etc.).
• Proficiency in MS Office (Excel, Word, PowerPoint) and ERP systems (SAP/Oracle preferred).
• Analytical mindset and problem-solving ability.
• Good understanding of quality systems and documentation.

• Education:

  B.E./B.Tech in Electrical / Mechanical Engineering.

• Experience:

  38 years of experience in Customer Service / After-Sales / Order Execution in a Power Transformer or Heavy Electrical Equipment manufacturing company.

Interested person share their updated resume on - Hemant.verma@tbeaindia.com