• Reporting to GM• Yearly Budget Forecast• Regular updates to GM on MTD/YTD budget vs revenue status. • Sales and After Sales - Budget vs Forecast Reports.• Revenue Planning.• Stock Planning/Ordering Schedules.• Forecast on Value of Shipments arriving vs Budget, for the year and planning for next year.• Salesman Wise Target vs Revenue, showing GP %.• Sales Cash Flow planning. • Close coordination with cash/credit sales.• Managing large fleet deals - Complete Business cycle (From Initial Quotation (pricing) till invoicing (delivery and payment).• Managing Lease deals and calculations.• Preparing/Publishing and Invoicing large fleet/lease deals.• Regular Shipments to team. • Stock Management (whole goods - carts and machinery)• Hands-On experience in Microsoft Dynamics 365.• Complete Product/Item Configuration (MSD-365)• Customer database management.• Regular MIS to team on weekly/monthly/ MTD/YTD achievements (individual reports).• Follow-up with team on Forecast vs Actuals/Budget achievement. • Online Dealer Management System (All International Suppliers in the company portfolio)• Preparing Presentation for Sales Monthly/Quarterly Business Review.• Coordination between sales team, finance & customer for any payment terms issue, that may arise at the time of invoicing.• Arranging documentation with customer for activating credit facility.• Preparing RFI’s, RFQ’s and pricing for Customers in coordination with sales manager. • Assisting in the completion of Tender or Invitation of Proposal from the customers, and make sure all documents that is required will be submitted.• Review & Process the Stock Assembly request received from workshop• Warranty registration on supplier portal for all items sold.• Preparing Costing Sheet for Large-Potential orders.• Update to finance on sales overdue report (as and when received from finance).• Co-ordination with stores on the missing/damaged items during transit

• Keeping track of daily enquiries received via call, mail and FAX.• Preparing MIS for enquires with current status and for follow up.• Monthly sales MIS to management for FTD, MTD and YTD sales analysis.• Publishing Sales Target vs Achievement dashboard and sales forecast.• Maintained high-quality relationships with customers by addressing concerns/discrepancies and providing relevant solution in a timely and effective manner.• Preparing & Tracking Customer LPO, SO, PO until order completion and payment follow-up thereafter.• Worked closely with the account and sales professionals to ensure customer.• Preparing RFI’s, RFQ’s and pricing for Customers in coordination with sales manager. • Preparing and maintaining invoices for the sales and follow up on the payments from clients.• Maintaining the stock list on regular basis.• Follow-up with logistics for shipment ETA.• Co-ordination with stores on the missing/damaged items during transit.• Claiming the missing/damaged/warranty items with the supplier (US/UK).• Ordering parts thru international supplier and follow-up with Stores/Logistics on the ETA of the ordered parts.• Coordination with After Sales team, on the missing/damaged parts arrival and informing them to complete the assembly of the car.• Coordination with customer for delivering the ordered goods.• Arranging transport to complete the delivery.

• Worked closely with accounts to ensure customer inquiries and resolve issues.• Daily sales MIS to management team for FTD, MTD and YTD sales analysis.• Relationship Management with clients by addressing concerns/discrepancies and providing relevant solution in a timely and effective manner.• SO, PO, RFI, RFQ and LPO Management.• Planning, organizing and supervising the delivery function of the department ensuring timely and efficient delivery of high quality products.• Invoice management and payment follow up with clients.• After Sales follow up with customer on regular basis on the services & products offered.• Single point of contact for field sales team and link between sales manager and field sales team.

Customer On-boarding Management : Apr 2010 to Mar 2011• Document Management for all active branches across the circle.• Customer activation management for entire circle.• eDMS – Electronic Document Management System.• Monthly fraud customers’ identification.Customer Retentions and Churn Management : Apr 2011 to Apr 2013• Responsible for Voluntary and Involuntary churn of the Cluster.• Ensure less than 2% high value churn for the region.• Interface with sales team in tracking & monitoring prepaid retention campaigns and programs execution from Distributors, DSR/ DSA & Retailers• Tracking of all engagement activity execution• Publishing of analytical reports and dashboards• Analyze customer complaint behavior in churned customers and provide inputs on retention tools and products to NHQ

• Resolution of customer Q/R/C which are routed through the CRE, VAM and AM’s.• Handling escalations from call center/other circles.• Service Request Coordinator for VC HYD.• Responsible for resolving billing and service related queries/complaints.• Rectifying billing and provisioning errors using Arbor OM.• Coordinating with all the other departments in closing the customer issues/requests.• Closing of SR’s within SLA (Service Level Agreement) using eCRM. • Passing waivers/credits to the customers if found eligible using Arbor BP. • Submitting monthly waiver reports. • Billing/Provisioning complaints Cleanup for national accounts separately.• Projecting Churn MIS daily – Vertical wise – Accounts – CRE – Involuntary/Voluntary Churn Breakup.

Customer Complaint Management