Sr. Executive - Service Coordinator

Role & responsibilities

• Manage available resources to ensure Response Time as per defined SLA.
• Coordinate with logistics for pending spare parts request to ensure minimum down time.
• Same day updating of Calls in CRM
• Ensure 100% billing by collecting the billing counter information from customers.
• Ensure NIL DNI at month end.
• Implement customer satisfaction programs like Call Avoidance Report, CCQMP, ICCP, Follow up for Post call survey feedback and Milestone celebration by flashing reports periodically and regular follow ups.
• Create Meeting minutes and flash MOM to all stakeholders.
• Sending pending call update to CSS/RSM daily
• Monitor CSRC toner notifications and support Shift Left Program through automized billing.
• Toner Yield tracking, verification, and approvals (after discussion with CSS)
• Create Service orders in SAP and track the shipment.
• Provide various reports from CRM, SAP to field and management on daily basis.
• Ensure reduced downtime by material allocation in SAP.
• Manage contract renewals through Portal and flashing status report periodically.
• Handle Customer queries related to CRM and SAP.

Preferred candidate profile

• Proven work experience as a Service Coordinator or similar role
• Strong work ethic and service skills
• Good communication and interpersonal skills
• Strong record-keeping and analytical skills