Leanwatts
Website:
leanwatts.com
Job details:
Processes owned by the role
Order-to-cash
Purchase order -> Sales order -> Production and delivery
tracking -> Invoice -> GRN -> Payment follow-up ->
Closure
Service-ticket-to-closure
Customer complaint -> Ticket creation -> Engineer
assignment -> Customer update -> Resolution -> SLA
closure -> Warranty and failure-data update
Key responsibilities
1. Sales order and delivery coordination
Review customer purchase orders for product, quantity, price, taxes, payment terms, delivery location and
committed dates.
Create sales orders in the company workflow, ERP, CRM or order-management application.
Maintain an updated open-order tracker and follow each order from receipt through production, dispatch,
delivery and customer acknowledgement.
Coordinate with production, planning, purchase, stores and logistics teams for timely execution.
Identify orders at risk of delay, obtain a recovery plan and escalate before the customer commitment is
missed.
Provide accurate and proactive order-status updates to customers and the sales team.
Maintain dispatch details, transporter information, e-way bills, delivery challans, proof of delivery and
related records.
2. Invoice and commercial-document coordination
Customer Operations Manager - Sales & Service | Hyderabad HQ Page 3
Prepare or coordinate customer invoices against approved purchase orders and confirmed dispatches.
Verify billing details, GST information, purchase-order references, product description, quantity, price, tax
and payment terms before issuance.
Coordinate with accounts for approval and issuance of invoices and supporting documents.
Upload or submit invoices on customer portals where required.
Follow up for GRN creation, invoice acceptance and resolution of rejected or disputed invoices.
Maintain purchase orders, sales orders, invoices, delivery documents, GRNs, debit notes, credit notes and
customer-specific commercial documentation.
3. Payment and receivables follow-up
Maintain a customer-wise invoice, due-date and outstanding-payment tracker.
Follow up professionally with customer accounts, purchase, finance and commercial teams by telephone
and email.
Track payment commitments until receipt and record reasons for overdue amounts.
Coordinate submission of missing invoices, GRNs, proof of delivery or other documents required for
payment processing.
Escalate disputed invoices, debit notes, deductions and overdue payments to management with the
relevant facts and pending action.
Prepare weekly receivables and overdue-payment reports.
4. Sales-team coordination
Coordinate regularly with the Delhi sales team and other regional sales personnel.
Collect customer forecasts, expected purchase orders, delivery requirements and pending commercial
information.
Maintain a central customer-action tracker with owners and target dates.
Record customer commitments made by the sales team and follow up until closure.
Coordinate sales and order-review meetings and circulate action points.
Support the sales team with order status, invoice details, dispatch information, payment status and
customer reports.
5. Service-ticket coordination
Log every customer complaint or service request in the ticketing or workflow system and assign a unique
ticket number.
Collect complete complaint information, including customer, location, charger model, serial number, invoice
details, failure date, symptoms, warranty status and available photos or videos.
Assign tickets to the relevant service engineer or technical team and coordinate remote troubleshooting,
field visits, repair, replacement and spare-part requirements.
Track each ticket from opening to documented closure and provide regular customer updates.
Follow up for service reports, repair details, replaced-part information and customer acknowledgement.
Escalate repeat, critical, ageing or unresolved complaints promptly.
6. SLA and service-performance monitoring
Maintain customer-wise and product-wise SORs, SLAs and service commitments.
Track response time, engineer assignment, diagnosis, site visit, resolution and closure against the
applicable SLA.
Flag tickets approaching an SLA breach and escalate overdue tickets with the reason and next action.
Prepare reports on new, open, closed, ageing, within-SLA and breached tickets.
Coordinate reviews for long-pending or high-priority service cases.
Identify recurring reasons for delayed ticket closure and follow up on corrective actions.
7. Warranty and returned-material data
Maintain a serial-number-wise warranty database with customer, model, invoice, dispatch, GRN, warranty
start and warranty expiry details.
Customer Operations Manager - Sales & Service | Hyderabad HQ Page 4
Verify warranty eligibility before coordinating repair or replacement.
Maintain records of warranty, non-warranty, repaired, replacement and rejected cases.
Track chargers and parts received from customers from inward receipt through repair, replacement,
dispatch and closure.
Maintain traceability between original, repaired and replacement serial numbers.
Escalate disputed warranty cases and exceptions for approval by the relevant functional owner.
8. Failure data, analysis support and reporting
Maintain a structured field-failure database covering customer, model, serial number, batch, symptom, root
cause, corrective action, parts replaced, warranty status and closure date.
Coordinate with service and quality teams to obtain RCA and failure-analysis information; technical
conclusions remain with the technical owner.
Apply consistent failure categories, including charger, battery, installation, communication, customer-
induced and no-fault-found cases.
Prepare monthly failure trends by product, customer, batch, component and failure category.
Maintain dashboards covering orders, deliveries, invoices, collections, service tickets, SLA performance,
warranties and recurring failures.
Prepare concise exception-based reports for management, highlighting delays, risks, decisions required
and overdue actions.
Daily operating priorities
1. Orders due for production, dispatch or delivery and any order at risk of delay.
2. Invoices, GRNs, proof of delivery or customer documents pending action.
3. Payments due, overdue or committed by customers.
4. New, open, ageing and SLA-risk service tickets.
5. Customer updates that are due or overdue.
6. Actions pending from sales, production, logistics, accounts, service or quality.
7. Issues requiring management escalation or decision.
Key performance indicators
Sales and commercial operations
Sales-order and invoice accuracy
On-time customer order-status updates
Time from dispatch to invoice issuance
Timely GRN and payment follow-up
Accuracy of receivables and order trackers
Service and customer operations
Complaints logged and assigned on time
Tickets closed within SLA
Timely customer service updates
Accuracy of warranty and failure records
Reduction in founder intervention for routine issues
Job Description
Customer Operations Manager - Sales & Service
Location Hyderabad, Telangana - Corporate Headquarters
Experience Minimum 2 years; 2-4 years preferred
Employment Full-time, work from office
Reporting Founder / Business Head / Head of Operations
Click on Apply to know more.