Customer Service Representative

Manitowoc · Pune

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Customer Support - 

  1. Prepare the spare parts quotation
  2. Handle customer inquiries related to spare parts via phone/email.
  3. Technical clarification regarding spares parts/recommended spare parts list.
  4. Processing of complaints regarding spare parts orders.
  5. Identify customer requirements by interpreting equipment details, part number via manual page.

Dealer Support – 

  1. Serve as main point of contact for dealer regarding orders, pricing, stock availability and delivery schedule. 
  2. Technical supports to the dealers.
  3. Coordinate with internal department such as sales, production, Logistics, finance for order execution and issue resolution. 
  4. Prepare periodic reports on dealer performance, order trends and sales targets.

Back Support – 

  1. Working on Backlog on weekly basis.
  2. Warranty Registration in GWX Portal.
  3. Forecast demand for spare parts based on historical data.
  4. Maintaining Crane Care Inventory and safety stock.
  5. Part Extension within intercompany or locally.
  6. Sales Report, Revenue, and Profit margins on Weekly basis.
  7. Coordinate with external teams for procurement, delivery schedules & Pricing.

Service Support – 

  1. Arranging the Warranty Parts on emergency.
  2. Support to Service team members.
  3.  Collaborate with service and maintenance team to identify required parts.
This position will be responsible for managing end-to-end spare parts operations, including customer support, dealer coordination, and service assistance across multiple regions. Handles quotations, inquiries, complaint resolution, and provides technical guidance on spare parts. Acts as the key contact for dealers on orders, pricing, and delivery while coordinating with internal and global teams for smooth execution. Oversees backend functions like inventory management, demand forecasting, warranty registration, and reporting, along with supporting service teams by arranging emergency parts and ensuring timely availability.

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