Key Responsibilities:

1. Dealer Issue Resolution: Act as the central point of contact for dealers, addressing their queries, grievances, and operational challenges effectively and within defined SLAs.
2. Cross-Functional Collaboration: Work closely with internal departments—including Sales, Service, Logistics, Finance, and Spare Parts—to expedite resolutions for dealer issues.
3. Relationship Management: Build and maintain strong, trust-based relationships with dealer principals, general managers, and service managers.
4. Process Tracking & Reporting: Track dealer complaints, identify recurring bottlenecks, and provide regular reports to management with recommendations for process improvements.
5. Order & Allocation Support: Assist dealers with vehicle/spare parts ordering, tracking shipments, and resolving billing or credit notes discrepancies with the finance team.
6. Policy Compliance: Ensure dealers adhere to OEM guidelines, policies, and standard operating procedures while advocating for their legitimate needs internally.

Ideal Candidate:

1. Experience: 2 to 5 years of experience in Dealer Support, Dealer Development, or Customer Service operations within a 2-wheeler or 4-wheeler OEM (mandatory).
2. Industry Knowledge: Thorough understanding of automotive OEM ecosystem, dealership operations, inventory management, and warranty claims processes.
3. Communication Skills: Exceptional verbal and written communication skills with the ability to influence and negotiate across different teams.
4. Problem-Solving: Strong analytical skills with a proactive approach to troubleshooting complex issues.
5. Tech Savvy: Proficiency in CRM software (like Salesforce or SAP), MS Excel, and dealer management systems (DMS).