| Job Level: | Executive/Senior Executive-Customer service |
| Location: | Corporate Office |
| Job Responsibilities | This position is responsible for managing customer service activities at the factory, ensuring timely order delivery, handling technical tyre inspections, resolving complaints, and coordinating closely with Sales, Technical, Production, and Logistics teams. The role also supports training, reporting, and continuous improvement of customer experience. Customer Service Operations: Manage order processing, confirmation, dispatch planning, and on-time delivery. Coordinate with QA, Production, Warehouse, and Distribution to ensure smooth fulfilment. Maintain accurate data in ERP and ensure compliance with internal service standards. Communicate with dealers, distributors, and clients regarding order status, availability, and other service inquiries. Technical & Quality Support: Conduct tyre inspections at factory or field as required. Identify root causes of tyre defects, early wear, and performance issues. Perform detailed analysis of inspection findings and recommend corrective actions. Prepare and share technical reports with Technical Team, F&A, Sales, and other relevant department. Support quality improvements by working closely with QA and R&D teams. Complaint Handling: Receive, log, and resolve customer complaints and warranty claims. Coordinate with internal teams for investigation and ensure timely closure. Maintain proper documentation and provide regular updates to customers and management. Coordination & Stakeholder Support Work closely with the Sales Team and provide operational/technical updates. Support demand planning, product availability checks, and stock coordination. Ensure effective communication with all departments to avoid delays or errors. Training & Knowledge Sharing Conduct training sessions for Sales Teams, customers, and stakeholders on: Product knowledge Tyre applications and usage Tyre-related issues and troubleshooting New Product Development (NPD) update. Reporting Prepare customer service and technical inspection reports. Track key KPIs such as Complaint Closure, and Service Quality. Provide timely reports to management for decision-making. |
| Requirements | Strong knowledge of tyre inspection, defect analysis, and service operations. Proficiency in ERP systems and MS Office. Excellent communication, coordination, and problem-solving abilities. |
| Experience | 5-9+ years’ experience in customer service or technical service (preferably in tyre/automotive/ manufacturing based organization |
| Education | Bachelor/Master’s degree in Engineering / Diploma in Engineering. |
| Salary (Approx) BDT | Negotiable. |
