Customer Support Representative Jobs Opening in West India Equipment Pvt. Ltd. at Sarkhej, Ahmedabad

About Role- To acquire, retain, and support customers in coordination with the Parts and Service teams. This role is responsible for territory management, customer satisfaction, service and parts sales growth, and developing long-term customer relationships. 

●     Maximize territory potential by acquiring new customers and nurturing existing accounts.

●     Perform scheduled customer visits to assess needs and promote offerings.

○     Ensure territory coverage aligns with company expectations and reporting guidelines.

●     Coverage of the specified customers in a manner defined by the company

○     Perform regular customer visits and prospect and pursue parts and service opportunities service opportunities in a defined territory

○     All customer call coverage is conducted as directed

○     Call reports are completed as specified by company standards and ensure timely submission of call reports.

●     Maintain an updated customer database including demographic, purchase, and usage details.

○     Population records with customer demographic information ( name, address, email etc) and purchases in parts, service sales and rentals, special attachments (model & s/n), machines in use and their hours of use per year

○     Develop, identify and quantify new customers

○     Assess customer buying habits

●     Develop and maintain competitive analysis program (including “OEM distributors” and “independent contractors” to understand customer buying habits from competitors

●     Development of programs to measure “market share” by geographic unit

●     Monitor customer retention, develop and coordinate “customer loyalty” programs that will increase the frequency of purchase and the volume

●     Sales Development & Forecasting

○     Develop and execute annual business plans and sales forecasts by parts/service segment.

○     Identify potential clients and generate leads for new business opportunities.

○     Analyze customer buying behavior and competitor activity.

●     Perform selling function regarding undercarriage and ground engaging measurements

○     Measure undercarriage systems according to specified standards

○     Track and monitor ground engaging tool wear patterns

○     Develop, promote and sell scheduled marketing and selling programs

○     Maintenance services, inspection and appraisal programs, maintenance and repair contracts, major component rebuild programs, replacement–before failure programs, oil sampling programs, shop cost analysis, engine and transmission testing services, machine tune-ups etc.

●     Develop, perform and coordinate market and opinion surveys to assess necessary information such as company sales and market position, customer satisfaction and requirements

●     Develop and create all necessary sales documents and aids such as brochures, posters, promotion materials

○     Create a list of products and service that is available for customer which includes future and benefits of the product and service with cost information

●     Assist in coordination of service work and advise customers on parts and service matters, and dealing with equipment breakdowns, malfunctions, emergency parts orders and deliveries

●     Quotes and provide estimates for repairs as required by customers

●     Completes all reporting requirements as directed in a timely manner

●     Perform functions as assigned by supervisor

●     Operate within defined budget and authority guidelines.

●     Exercise discretion in warranty and goodwill approvals within the approved limits.

●     Degree of satisfaction as expressed by internal and external customers

○     Customer Satisfaction rating will remain above national average as reported by Volvo’s CSI Index.

●     All “Parts and Service” receivables” average less than 45 days

●     All disputed invoices are settled within 30 days of notification of dispute

●     Customer “retention rate” will be 80% on a year-to-year basis.

●     40% of all new and 25% of all “used” machines sold will have repair and/or maintenance contract

●     Service sales will be total 30% of all parts and serve sales on year-to-year basis

●     Successful attainment of parts and service objectives (financial & operational) as set forth in the service and parts profit plan

●     Performance of the responsibilities as set forth in the this job description and the dealership’s return on investment

Experience, qualification and skills

●     Degree/Diploma in Mechanical or Electrical Engineering (preferred)

●     Minimum 3 years' experience in parts/service sales (preferably construction or heavy equipment)

●     In-depth product knowledge across categories (undercarriage, G.E.T., lubricants, etc.)

●     Excellent communication skills in English and local language

●     Strong interpersonal and customer relationship skills

●     Proficiency in MS Office (Word, Excel, Outlook, PowerPoint)

●     Strong business acumen and sales orientation

●     Valid driving license with clean record

1. What are the job requirements to apply for this Customer Support Representative job position?
   
   • Ans: A candidate must have a minimum of 3 to 3+ year experience as an Customer Support Representative


2. What is the qualification for this job?
   
   • Ans: The candidate can be a Graduate from any of the following: Diploma, BE/B.Tech
   
   
3. What is the hiring Process of this job?
   
   • Ans: The hiring process all depends on the company. Normally for an entry level, hiring the candidate has to go for Aptitude, GD (If they look for communication),Technical test and face to face interviews.
   
   
4. This Customer Support Representative is a work from home job?
   • Ans: No ,its not a Work from Home Job.
   
   
5. How many job vacancies are opening for the Customer Support Representative position?
   
   • Ans: There are immediate 1 job openings for Customer Support Representative in our Organisation.