Tata Consumer Products Ltd.
About the Job: Service Coordinator – Vending Business
Function: Investor Relations & Communication Location: Hyderabad Reporting To: Associate Director – Vending Business Service
At Tata Consumer Products Ltd, we stand #Forbetter – Planet, Sourcing, Nutrition, Communities. And #ForBetter Opportunities …. Here’s an exciting one!
How does this Job align to our Strategy?
At the core of Tata Consumer Products' business approach lie six strategic pillars that serve as the foundation for its growth and success: Strengthening & Accelerating our Core Business, Driving Digital and Innovation, Unlocking Synergies, Creating a Future-Ready Organization, Exploring New Opportunities and Embedding Sustainability.
This job opportunity closely aligns with one of these key strategic pillars, which is driving Strengthening & Accelerating our core business. The role is responsible for sales of the Beverages category in line with business plan and growth aspiration in conjunction with regional teams. Develop & Implement the Trade Marketing & Distribution Strategy for the organization in coordination with Marketing and Sales Teams in line with Business objectives.
Where do you come in as?
This job is at N-6 level (N corresponds to CEO’s level)
Head – Investor Relations & Communication
Group CFO
MD & CEO
Vice President – Vending Business
Associate Director – Vending Business Service
Regional Service Manager– Vending Business
Service Coordinators– Vending Business
Top dimensions:
Geography: India
Direct reports: 0
Matrix Reports: NA
Type of Role: Individual Contributor
Primary Stakeholders (Optional):
Integrated Finance, Service Teams, Sales Finance Teams
What are the Key Deliverables in this role ?
Financial Outcomes
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Coordinate with DBs for regular replenishment of Cleaning tablets & solution to customer locations
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Weekly machine stock report – Split of New, Good, Under service & demo stocks
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MIS report on Assets (monthly)– Regional level Field working, Stock machines, demo machines.
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Physical Asset verification coordinating with Supplier service & TCPL FE’s and other city service teams- Once in 6 months
Customer Service
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Coordinate the scheduling and dispatching of FEs & supplier service teams to meet customer requests.
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Monitor the progress of service -delivery to ensure that timelines are met and that services are carried out efficiently.
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Address and resolve customer complaints, escalating complex issues to the appropriate department when necessary.
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Track the descaling schedule, assign FE’s and track closure
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Gather feedback from clients to identify areas for improvement in the service delivery process. NPR feedback – Follow-up with supplier service team & TCPL service team, collate and summarize for review
Internal Processes
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Maintain detailed and accurate records of all client interactions, service requests, and work orders.
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Accurate and comprehensive documentation to monitor progress, evaluate results, and communicate effectively with other stakeholders.
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Responsible for maintaining installation records, preparing reports.
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Track the updation of machines Installation, replacement, and disconnection reports in SFDC by FEs & prepare weekly report
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Track weekly geo-tagging and prepare weekly service tracker update on PM/BD/TAT status
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Regional service - MIS report on Field Engineers productivity & Funnel
Innovation & Learning
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Analyzing data to identify areas for improvement and facilitate informed decision-making.
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Failure analysis, frequent failing machines analysis and inputs to regional service teams
What are the Critical success factors for the Role?
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Any degree/ PG on regular stream
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Advanced proficiency in Ms. Office, Power BI mandatory
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Min. 5+ Years of experience in MIS data report generation in customer service role or After sales support function
What are the Desirable success factors for the Role?
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Service call Management
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After sales support
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Warranty management
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Customer feedback & escalations handling skill
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Service data analysis
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Fluency in English, Hindi and any other regional languages
TCPL Growth Mindset and Behaviors
We are obsessed about keeping Consumers & Customers first in our hearts – that’s why we are here !
We are trailblazers in executing with Excellence … Together as One Team !
We take Ownership of our business …delivering value for our Stakeholders .. no Compromises !
We are Open to Continuously improving … Continuously innovating … For Better !
We live & breathe our Tata Code of Conduct
About Us: At Tata Consumer, we stand ‘For Better.’
Tata Consumer Products is a focused consumer products company uniting the principal food and beverage interests of the Tata Group under one umbrella. Our brands embody our purpose of ‘For Better ‘through the value they deliver to consumers with a focus on innovation, health and wellness, convenience and premiumisation. The Company’s portfolio of products includes tea, coffee, water, RTD, salt, pulses, spices, ready-to-cook and ready-to-eat offerings, breakfast cereals, snacks and mini meals. Our key brands include Tata Tea, Tetley, Eight O’Clock Coffee, Tata Coffee Grand, Himalayan Natural Mineral Water, Tata Copper+ and Tata Gluco+, Tata Salt, Tata Sampann and Tata Soulfull. In India, Tata Consumer Products has a reach of over 200 million households, giving it an unparalleled ability to leverage the Tata brand in consumer products.
The Company has a consolidated annual turnover of ~Rs. 17,811 Crs with operations in India and International markets. For more information please visit www.tataconsumer.com