Country Services Customer Care Manager

It’s not just about your career or job title… It’s about who you are and the impact you will make on the world. Because whether it’s for each other or our customers, we put People First. When our people come together, we Expand the Possible and continuously look for ways to improve what we create and how we do it. If you are constantly striving to grow, you’re in good company. We are revolutionizing the way the world moves for future generations, and we want someone who is ready to move with us.

Key missions of the position:

• Register customer orders in the system and customer interface
• Invoicing process

Responsibilities:

• Customer Care Leader will run a team of executives to manage end to en process from receipt of PO to Invoicing to Cash Collection. He along with team with support Field Sales, Cash Collection Team, ES Project Team and Supply Chain team:
• Key day to Day process :
  • Order Management
    • Registers firms order and forecast orders into the system on a timely manner
    • Customer orders acknowledge
    • Feedbacks on delivery status for his Customer base.
    • Lead contract review
    • Check data accuracy in orders and invoices
    • Contact clients to obtain missing information or answer queries.
    • Work with Sales Team on customer delivery escalations
    • Register advanced shipping notice
    • Demand management
    • Validating the Contracts before booking as well as validating Invoiced.
    • Material Rejection process.
  • Overdues management
    • Manage data, Taxation etc
    • Release of the invoicing documentation ensuring application of the payment conditions related to the order
    • Manage Documentation for submission to IR & Metro customers for Cash Collection.
    • Forecast & lead review process for AR
  • Digitizatio of process to improve efficiancy : Identify and lead opportunities for automating all back end process.
  • Continuos Improvement Mindset and drive Lead practice.
  • Partnering across Matrix organisation
    • Need to work closely with Supply Chain.
    • Partnering with Sales and FS Warranty Team.
    • Partnering with Plant Operations and Logistics team

People Management: YES

If People Management, how many employees are managed?

Number of people : 8- 10

Budget Management:  ¨  NO ¨

Education/Training:

• Master’s Degree or Diploma in Business Administration will be an advantage
• Bachelors in Commerce as basic qualification , must have.

Professional Experience:

Should have at least 10- 15 years of experience.

Key Competences (Transversal/Professional)

Competence Level

MS Office (specifically Excel and Power Point): Proficient

Problem-solving skills: Proficient

Customer satisfaction Customer experience (NPS , CSAT etc): Proficient

Languages:

English, Hindi, Tamil

Other Specifications :

• High levels of Integrity, Ethics and Compliance
• Demonstrated experience in customer service
• Strong understanding of customer service software
• Clear verbal and written communication skills
• Ability to work collaboratively

Who are we?

Wabtec Corporation is a leading global provider of equipment, systems, digital solutions, and value-added services for freight and transit rail as well as the mining, marine, and industrial markets. Drawing on nearly four centuries of collective experience across Wabtec, GE Transportation, and Faiveley Transport, the company has grown to become One Wabtec, with unmatched digital expertise, technological innovation, and world-class manufacturing and services, enabling the digital-rail-and-transit ecosystems.

Wabtec is focused on performance that drives progress and unlocks our customers’ potential by delivering innovative and lasting transportation solutions that move and improve the world. We are lifelong learners obsessed with making things better to drive exceptional results. Wabtec has approximately 27K employees in facilities throughout the world. Visit our website to learn more! http://www.WabtecCorp.com

Our Commitment to Embrace Diversity:

Wabtec is a global company that invests not just in our products, but also our people by embracing diversity and inclusion. We care about our relationships with our employees and take pride in celebrating the variety of experiences, expertise, and backgrounds that bring us together. At Wabtec, we aspire to create a place where we all belong and where diversity is welcomed and appreciated.  

To fulfill that commitment, we rely on a culture of leadership, diversity, and inclusion. We aim to employ the world’s brightest minds to help us create a limitless source of ideas and opportunities. We have created a space where everyone is given the opportunity to contribute based on their individual experiences and perspectives and recognize that these differences and diverse perspectives make us better.

We believe in hiring talented people of varied backgrounds, experiences, and styles… People like you! Wabtec Corporation is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or protected Veteran status. If you have a disability or special need that requires accommodation, please let us know.