Customer Care Manager

About Us

We help make the world a healthier place, for almost 60 years and across the world, we have imagined and developed innovative diagnostics solutions to improve patients' and consumers' health.

A family-owned company, bioMérieux has grown to become a world leader in the field of in vitro diagnostics. The entrepreneurial adventure, which began over a century ago, is driven by an unrelenting commitment to improve public health worldwide and making the world a healthier place.

bioMerieux India

We are a 100% subsidiary of bioMérieux sa, Marcy L’Etoile, France and have been in the Indian market for more than 25 years. We are serving close to 5000+ customers with our diagnostic solutions in clinical microbiology, immunology, molecular biology and industrial microbiology; providing our healthcare professionals and our industry players crucial information in antimicrobial resistance, sepsis, acute care syndromic approach and Pharma, food safety to protect patient and consumer health.

Joining bioMérieux, is choosing to join an innovative company with a long-term vision, committed to the service of public health and carried out with a humanistic corporate culture.

We look for candidates whose motivation is to invest in themselves, in the projects of the future, and to participate in a collective adventure led by a pioneering spirit.

Location: Delhi
Position: Customer Care Manager
Education & Experience:
Minimum: Any Graduation
Experience: Candidate with 6-10 year of experience, preferably from Customer care & Medical Devices background

Purpose of the Position (Job Summary)

To manage the customer care function among external, internal customers & the Company which includes end to end resolution of all the queries, ISO audits, install base management & marketing events documentation.

Key Responsibilities:
Customer Care – Sales Operations:

1. Manage the Customer Care function to be an effective interface between external, internal customers and company and provide a single source for information and data regarding our products and services.

Install Base Management & Service Contracts:
2. Install Base Management & Accuracy
3. IB Creation- Sold/Placed/IBCR
4. Ensuring proper documentation.
5. Invoicing : Service contract, On-demand service visit & Spares

Responsible for ISO Audits
Marketing Event :
6. Documentation/ Approval/ Invoicing
7. MIS & Financial Reporting.
8. Manage the end-to-end process of resolution of all customer complaints.
9. Collate and analyze customer call data and implement processes to pre-emptive complaints and take preventive actions.
10. Analyse customer call data to understand potential for pre-emptive actions to reduce complaints and proceed to implement such actions with the help of the CC team.
11. Ensure optimal product promotion/ product placement in LFRs and government canteens.

Manage & Develop People:
12. Prepares regularly daily / weekly and monthly activity reports and suggests appropriate improvements to the team members
13. Provides leadership, motivation and direction to the team.
14. Nurture the capabilities of channel partner’s sales team so that they contribute desired results.
15. Ensure that team remains united towards common departmental/organizational objectives.