Position: Service Customer Relationship Executive (CRE) automobile industry
Department: Service
Experience: 1–3 Years
Location: Mancheswar
Employment Type: Full-Time
Job Summary
We are looking for an experienced Service CRE responsible for customer calling, service lead management, quotation follow-up, billing coordination, MIS preparation, and converting service leads into paid jobs. The candidate should be proficient in MS Excel, VLOOKUP/XLOOKUP, DMS portal/software and capable of maintaining accurate customer and service data.
Key Responsibilities
- Make regular outbound calls to customers regarding machine/service requirements, preventive maintenance, breakdowns and pending services.
- Generate and follow up on service leads and convert potential leads into paid service jobs.
- Prepare and send service quotations to customers and follow up for approval.
- Coordinate with the Service Engineer/Workshop team for job status, quotation, billing and delivery updates.
- Follow up with customers for billing, payment and pending service approvals.
- Prepare and maintain daily/weekly/monthly MIS reports related to service calls, leads, quotations, billing and paid jobs.
- Maintain accurate customer database, machine history, service records and follow-up status.
- Maintain and regularly update Out-of-Service (OOS) machine data, including customer details, machine status, pending repair/service requirements and follow-up action.
- Track open leads, pending quotations, pending approvals, pending billing and payment follow-ups.
- Update all relevant information in the DMS portal/software on a timely basis.
- Prepare data analysis and reports using MS Excel, including VLOOKUP/XLOOKUP, Pivot Tables, filters and basic Excel formulas.
- Coordinate with field Service Engineers, Workshop, Parts and Accounts teams to ensure timely closure of service cases.
- Maintain proper documentation and ensure that all service-related data is updated and readily available.
- Monitor customer follow-ups and ensure that no service lead or quotation remains unattended.
- Support the Service Department in achieving paid service revenue and customer retention targets.
Required Skills
- 1–3 years of experience in Service CRE/Service Coordinator/Customer Relationship/Automobile Service-related roles.
- Good communication and customer-handling skills.
- Strong knowledge of MS Excel.
- Proficiency in VLOOKUP/XLOOKUP, Pivot Table, Filter, Sorting and Excel reporting.
- Experience in DMS Portal / Service Management Software.
- Good MIS preparation and data-management skills.
- Strong follow-up and lead-conversion ability.
- Knowledge of quotation preparation, billing coordination and payment follow-up.
- Ability to maintain and analyze Out-of-Service machine/customer data.
- Good coordination skills with Service Engineers, Workshop, Parts and Accounts teams.
Key Performance Indicators (KPIs)
- Service leads generated and followed up.
- Lead-to-paid-service conversion ratio.
- Paid service jobs/revenue generated.
- Quotation follow-up and approval conversion.
- Billing and payment follow-up efficiency.
- Out-of-Service machine follow-up and recovery.
- MIS accuracy and timely submission.
- DMS data accuracy and timely updating.
- Customer follow-up and service satisfaction.
Qualification
Graduate / Diploma in any relevant discipline. Automobile/Mechanical background will be an added advantage.
Preferred Candidate: A result-oriented candidate with good customer communication, strong Excel/MIS skills and hands-on experience in automobile/equipment service operations.
Pay: ₹12,000.00 - ₹15,000.00 per hour
Benefits:
- Cell phone reimbursement
- Paid time off
Work Location: In person
