17 Jan

Manager Customer Service Organisation Unit Ganjam Jobs Vacancy in Aditya Birla Group Brahmapur

Manager Customer Service Organisation Unit Ganjam
Aditya Birla Group
Brahmapur OR
17 Jan, 2018 30+ days ago

Aditya Birla Group Brahmapur urgently required following position for Manager Customer Service Organisation Unit Ganjam. Please read this job advertisement carefully before apply. There are some qualifications, experience and skills requirement that the employers require. Does your career history fit these requirements? Ensure you understand the role you are applying for and that it is suited to your skills and qualifications.

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Manager Customer Service Organisation Unit Ganjam Jobs Vacancy in Aditya Birla Group Brahmapur Jobs Details:

Requisition Title

:Manager- Customer Service Organisation (Unit -Ganjam)

Job Number:




Primary Location



:Grasim Chemical Div - Ganjam
Introduction about the Business_1
Grasim Chemical Division, a part of Chlor-Alkali Strategic Business Unit of Chemicals Business Aditya Birla Group. GRCD is the largest chlor-alkali plant at one single location producing 750 TPD Chlor-alkali and Value Added Products. The Plant was first commissioned with 100 TPD Mercury Cell Technology in the year 1972 is a captive produces of Caustic Soda for Staple Fiber Division. Over a period of 40 years the Plant has increased its caVAP Productsity from 100 TPD to 750 TPD. The uniqueness of the Plant is it has two independent Caustic Soda Plants with two different technologies working in tandem, Thus unique position and two plant running in tandem pose a challenge as all 365 days the Plant is in running condition. Along with Caustic Soda lye, Chlorine gas and Hydrogen gas are produced simultaneously in the bipolar cell technology electrolyzes. Storage caVAP Productsity of toxic Chlorine Gas is limited hence in house utilization of Chlorine as Chlorine derivatives is essential. Chlorine based value added products are also produced in this direction-Poly-aluminum Chloride liquid & powder, Chloro Sulphonic Acid, Stable Bleaching Powder, Chlorinated Paraffin & Calcium Chloride are produced along with Caustic Soda, Chlorine, Hydrogen, Hydrochloric Acid and Sodium Hypo Chloride. The challenge of the Unit is it produces highly toxic chlorine gas, inflammable hydrogen gas and corrosive chemicals. Running the Plant safely and also meeting the quality of different products for fragmented and entirely different customers is a challenge in itself. There are 40 plus players in the Country which have Caustic Soda Plants. Global market situation also significantly imVAP Productst the operations and market dynamics. The unit also is adapting group Manufacturing Excellence Model of the Aditya Birla Group and winner of the Gold Award. Chlor-alkali Business has recently adapted Du-pont Behavior Safety Model. Implementing this model and work for the change of the culture is both an opportunity and challenge. The job holder is responsible for marketing of SBP,VAP Products,CPW,CSA & CaCL2, develop new markets, achieve optimum realization and Control Ughai. Major Challenges Intense external Competition with large scale manufacturers as well as SSI Units. Creation of new market and sustainence.


Job Context:

  • To Provide the pre and post sales support function to achieve the monthly and annual sales target as per budget

  • To deliver the superior value to customers by better and effective customer services.

  • CSO JD applicable for three manufacturing units Vilayat, Veraval, Nagda.

Job Challenges:

  • Handling the complexity of multi manufacturing units

  • New organization structure as CSO

  • Managing the external customer as well as multiple internal customers like Sales & Marketing, Logistics, Production, Quality, IT, CSA etc.

Principal Accountabilities:

1. Improve customer service experience, create engaged customers and facilitate organization growth-

  • Timely resolution of customer complaints

  • Smooth working of entire Sales Operation Process.

  • Resolving the customer query on time

  • Customer visit to understand the customer needs as proactive approach.

2. Take ownership of customers issues and follow problems through to resolution-

  • Timely resolution of customer complaints

  • Timelines in Planning & Scheduling activity are met

  • Ensuring his team is working as one point contact window.

3. Set a clear mission and deploy strategies focused towards that mission-

  • To achieve the customer satisfaction index by 5% more than the current baseline by 2020.

  • SLAs between the departments are fulfilled.

4. Develop service procedures, policies and standards-

  • Develop the order execution SOP

  • SOP for customer complaints resolution

5. Keep accurate records and document customer service actions and discussions-

  • MIS of dispatch, pending orders, customer accounts

  • Documentation of customer complaints and the related doc.

6. Keep ahead of industry’s developments and apply best practices to areas of improvement-

  • Learning the best practices and innovation in the industries and implement the same.

7. Control resources and utilize assets to achieve qualitative and quantitative targets

  • Optimization of resources and cost reduction initiatives as per approved budget

  • Regular reviews of his team and sharing the outcome

8. To help to achieve the sales Target and realization-

  • Timely execution of customer orders.

  • Timely resolution of customer complaints

  • Improvement in OTIF for customer


MBA- Marketing / Operations/SCM Indian Rupee (INR)
Experience Level 9 - 12 Years Reports to: Marketing & Customer Services Head (CAPs)

Last Date of Application

Mar 31, 2018, 6:29:00 PM

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