Job description:
KRA 1: Order Processing & Execution
- Focus: Accurate, timely validation and entry of orders handed over by Sales and Dealers.
- KPI 1 (Order Accuracy): % of orders processed first-time-right without errors in quotes, drawings, measurements, or technical specifications.
- KPI 2 (Processing TAT): Average time taken to validate and enter an order from handover to system confirmation, against defined TAT.
- KPI 3 (Cross-Verification Compliance): % of orders where mandatory cross-verification of quote, drawing, measurement, and spec was completed and documented before processing.
KRA 2: Backend Coordination
- Focus: Coordinating with dealer backend teams and internal production, dispatch, and installation teams.
- KPI 1 (Coordination Turnaround): Average response/coordination time with production, dispatch, and dealer backend teams (purchase, operations, site supervisors, PMs).
- KPI 2 (Escalation Rate): Number of orders escalated to the Team Lead due to coordination failure or delay per month.
KRA 3: Quality Control & Risk Prevention
- Focus: Zero-error processing and proactive discrepancy identification, adhering to CTP's zero-tolerance policy.
- KPI 1 (Rework Rate): % of processed orders requiring rework, correction, or reprocessing after handover to production.
- KPI 2 (Repeated Error Incidents): Number of repeat errors by the same individual within a quarter (treated as carelessness per policy).
KRA 4: Scope Discipline & Work Routing
- Focus: Correctly identifying and pushing back tasks outside CTP scope (e.g., dealer discussions, quotes, design, site measurement ownership, order closure) to Sales.
- KPI 1 (Scope Adherence): % of out-of-scope tasks correctly rerouted to Sales instead of being processed within CTP, verified via audit.
KRA 5: Relationship Management (Backend)
- Focus: Building smooth working relationships with dealer backend stakeholders for faster issue resolution.
- KPI 1 (Dealer Backend Satisfaction): Feedback score or complaint count from dealer backend teams (purchase/ops/site) regarding communication and responsiveness.
Pay: ₹200,000.00 - ₹350,000.00 per year
Work Location: In person
