Manish Kumar

• Implemented strategies to increase customer service satisfaction ratings.
• Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
• Resolved customer complaints in professional and timely manner.
• Improved customer satisfaction by implementing streamlined service processes and staff training programs.
• Met with customers to discuss service needs and develop effective and practical solutions.
• Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
• Monitored service staff performance and provided feedback for improvement.
• Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
• Increased overall revenue by upselling additional services and products during routine maintenance visits.
• Negotiated with vendors to secure best prices for parts and supplies.
• Implemented inventory management systems to reduce costs and increase efficiency in the service department.
• Coordinated with sales team to develop service packages that aligned with customer needs, driving additional revenue.
• Analyzed service reports to identify areas of improvement.
• Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
• Developed and maintained positive relationships with customers to build rapport and trust.
• Overseeing the daily operations of the customer support department.
• Revenue generation through AMC, CAMC, and sales of Parts & Consumables for IW, IC, and OW.
• Collaborating with Original Equipment Manufacturers (Foreign Principals) and the spare parts store regarding the dispatch of components and inquiries.
• Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.

(A). Sales Function:-

• Responding to all inquiries related to sales through phone, email, and written communication, or by assigning a sales representative.
• Contacting prospective customers to schedule appointments for sales managers.
• Addressing complaints or inquiries related to sales orders with the assistance of the Production & Sales Department.
• Monitoring sales orders to guarantee they are scheduled and dispatched punctually.
• Preparing quotations, creating purchase orders, and executing them in accordance with the terms and conditions set by dealers/customers.
• Coordinating with the Production/Factory for the dispatch of orders.
• Preparing pro forma invoices, commercial invoices, packing lists, BRC, and other associated documents and letters.
• Maintaining daily and monthly sales reports categorized by product.

(B). Service Function:-

• Responding to all service-related complaints or inquiries via phone or by assigning a service engineer.
• Resolving service-related issues with the support of service engineers and the service department.
• Preparing quotations for spare parts and issuing spare parts sale invoices.
• Collecting daily updates from service engineers regarding the status of service calls.
• Managing daily visit reports and troubleshooting reports for service engineers.
• Maintaining a spare parts stock statement and updating it on a daily basis.

• Maintained accurate records of all sales activities, including contracts, proposals, quotes, follow-ups, and customer communications.
• Worked closely with the sales team to prioritize tasks, set goals, and allocate resources efficiently; resulting in increased productivity and revenue.
• Supported sales team members in achieving individual goals and targets through coaching, mentoring, and guidance.
• Streamlined sales processes for improved efficiency and customer satisfaction.
• Coordinated product demonstrations to showcase key features for sales prospects.
• Increased sales revenue by establishing strong relationships with clients and identifying new business opportunities.
• Managed accounts to retain existing relationships and grow share of business.
• Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
• Resolved problems with high-profile customers to maintain relationships and increase return customer base.
• Generating Daily Sales Reports and Order Processing Reports
• Creating proposals for customers and follow up on orders.