One Stop Solution Officer

ROLE PURPOSE

The OSS Officer is responsible for providing complete support to assigned dealers through a single point of contact.

The officer ensures smooth handling of orders, replacements, spare parts, and dealer communication, and maintains strong dealer relationships.

The objective of this role is to ensure that dealers receive quick solutions, accurate information, and timely follow-up without contacting multiple departments.

KEY RESPONSIBILITIES

1. Order Management

Receive and verify dealer orders

Confirm model, variant, color, and quantity

Coordinate with production, dispatch, and logistics teams

Provide dispatch timelines and updates

Track delivery and confirm receipt with dealer

Record delivery feedback

2. Replacement & Warranty Coordination

Register replacement or warranty cases

Arrange pickup through courier or transport

Track inward and outward material movement

Coordinate replacement dispatch

Follow up until case closure

3. Spare Parts Coordination

Receive spare parts orders

Verify part details and quantities

Coordinate with spare parts department

Provide dispatch updates and tracking details

Confirm delivery and resolve issues if any

4. Dealer Information & Accounts Coordination

Share ledger balance and outstanding details

Coordinate credit note and debit note updates

Confirm payment status

Inform dealers about new schemes, circulars, and product updates

(OSS communicates information; Accounts team performs entries.)

5. Dealer Relationship Management

Act as the primary contact person for assigned dealers

Maintain professional and solution-oriented communication

Regularly follow up with dealers

Escalate critical issues to management when required

KEY PERFORMANCE INDICATORS (KPI)

Dealer satisfaction level

Order processing and dispatch coordination time

Replacement closure time

Spare parts delivery accuracy

Dealer retention and repeat orders