Develop customer service strategy and initiatives to improve customer experience and satisfaction and ensure team is aligned and prepared to actualize required programs, while balancing company needs
Drive product quality improvements with road and product surveys, pre-mass production testing and sharing of after-service data to quality related functions and leadership; communicate key product quality issues with Government / OE customers and reduce potential negative impact
Develop, build and maintain customer-facing systems (both internal and external customers) that improve efficiencies and deliver key information to drive demand pull and improve customer satisfaction
Ensure organizational processes and customer facing documentation/bulletins are continuously updated and audit ready
Develop team capabilities with focus on professionalism and efficiency
Bachelors Degree - Engineering or Communication related
MBA - Marketing expertise
Customer Service or customer-facing experience (6-7 years)
Engineering / Manufacturing / Supply Chain experience (1-2 years)
Total 10+ working experiences
Technical understanding of WBR and MRT tires (deep understanding not required)
Project management capabilities
Six Sigma Green or Black Belt
Ability to balance customer satisfaction with company resources/goals
SAP and/or customer-facing systems knowledge
Presentation and Communication skill
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