Senior Associate Customer Experience

Overview

This role focuses on providing robust support to dealers and fabricators by ensuring the timely execution of customer orders while maximizing customer satisfaction. It involves conducting quality checks at multiple stages from order confirmation through to product handover, ensuring superior product delivery to end consumers. The position also includes enhancing dealer and fabricator workforce capabilities via skill-based training and evaluating training effectiveness for survey and installation procedures, along with managing customer complaints and dealer relationships.

Job Context & Challenges

The incumbent is responsible for creating an ecosystem that guarantees sufficient and competitive manpower availability at dealer and fabricator levels for surveyors and installers. They must manage process and quality control across different customer order stages, assisting in resolving any discrepancies in collaboration with the Eternia plant, fabricators, and dealers.

Additional responsibilities include monitoring complaint logs to ensure resolutions align with company policies and overseeing dealer and fabricator performance against service KPIs. Regular travel across extensive territories is expected, along with managing training sessions and maintaining adherence to service standards, dealer/fabricator oversight, complaint handling, and data management.

Key Responsibilities

• Provide training support for fabrication and installation both at fabricator locations and customer sites.
• Conduct and assist in demonstrations of window fabrication and installation processes.
• Monitor and ensure timely closure of complaints as per organizational policies.
• Perform quality assessments during manufacturing and at installation sites, particularly focusing on areas where trained personnel work or where issues have been reported.
• Gather and analyze quality-related learnings and feedback from sites.
• Compile detailed reports on findings and trainee performance and present these to the reporting manager.
• Support dealers and fabricators in executing orders punctually and in compliance with Eternia's standards.

Requirements

No specific education or eligibility criteria were provided. Candidates are expected to be capable of frequent travel and handle multitasking across quality control, training, and complaint management functions.