Role Identifier

Job Title Customer Associate Department Retailing

Reporting to Divisional Retail Executive Grade Off Role

Based out of dealer shop in _______

Jobs Reporting Into Senior Officer Location/Unit
location / City

Role Description

Job Purpose

 Provide guidance to the customers at their residence by exploring various product & finish options after site inspection & evaluation
 Co-ordinate and supervise the execution of painting work at the customer sites through panel of appointed contractors as per asian
paints recommended guidelines
 Provide in-store consultancy to walk-in consumer in the Ezycolour Kiosk

Primary Responsibilities
Business Responsibility Areas
(Please detail out at least 8-10 Key Performance Indicators
responsibility areas)
 ECA will be allocated at local dealer counter.
 The ECA is to approach the consumers who walk-in to the store and inquire about their painting
requirements.
 The consumers who already have a contractor for executing the painting job need to be pitched only
the Color Consultancy/Color Visualization/ Royale Play Design/ Stencil/ Signature/ Ext. Wall Art
on the Ezycolour Kiosk / Booklet and taken through it.
 The consumers who don’t have a contractor for executing the painting job need to be pitched the
Paint Right Service apart (from Color Consultancy/Color Visualization on the Ezycolour Kiosk).
 As part of the Paint Right Service, the ECA needs to visit the consumer at his house at the
appointment date & time.
 On the first visit, the ECA is to do Site Evaluation and Site Measurement using the Paint Right
Evaluation Kit, fill the Site Evaluation & Site Measurement formats and hand them over to the
consumer.
Main Responsibilities:  Post the same, the ECA is to provide Product Consultancy based on the Site Evaluation. Up selling
(Special Effects, Luxury Emulsions) and Cross Selling (Smart Care, Wood finishes) would be the
priority in Product Consultancy.
 After product consultancy, the ECA shows the profiles of Ezycolour Trained Contractors along with
their contact numbers OR pitches the Complete Painting Service as per the Dealer Capability.
 In case the consumer wants to go for Complete Painting Service, the ECA can show the Rate Card,
the Terms & Conditions of the Service and ask the consumer to speak with the dealer for taking it
forward.
 ECA has to do the recce, track and maintain potential upcoming painting sites and consumer details
nearby his local shop
 The ECA will visit the consumer house for Site Supervision at least once or more (as agreed upon
with the dealer) while the site is in Work-In-Progress stage. There might be a final Site Closure visit
after the completion of work (as agreed upon with the dealer).
 The ECA will have to fill the Daily Work Report for every day of the week and share the same
with the Team Leader every Saturday without fail.
 Daily updates of all activities on the CA app
Other responsibilities:  Co-ordinate with contractors and ensure their attendance in all contractor training programs
organized by asian paints.

Scope of Work

 Finalisation of painting estimates as per rate cards and in consultation with store owner.
a) Financial Scope (Range of
financial spend):  Timely collection and immediate reporting of any deviations in pre-decided payment schedule
 Cash handling by CA is strictly not allowed
b) People Management Scope  Appointment of contractors from the panel for execution of painting work at customer site
(Range of no. of Direct/ Indirect  Supervision to ensure adherence to Asian paints recommendation systems and procedures
Reports):

c) Geography Coverage  As per the sites of the customers who are visiting the stores for consultations ( subject to limitation
(Country-wide/ State-wide / of area under local municipal corporation / Nagar Parishad or similar bodies under whose
Area-wide) jurisdiction store is located)
d) Corporate Coverage
(Company-wide / Business Unit
or Function-wide / Sub-  NA
function-wide / Other):

Key Interactions

 Store owner, Colour consultant, Team leader, Trainer, Senior Officer, Divisional Retail Executive,
Internal
Sales Officer, Area Manager, TOs

External  Customers, contractors, other influencers

Role Requirements / Specifications

Essential :
 Graduate (Any stream) with minimum 50%
 The graduation must be through a full time and regular day course
 Engineers will not be considered
 Age less than 25 Years. Gender : Male
Qualifications
 Should be an Indian citizen

Desired :
 MBA with specialisation in marketing

Essential :
 Not required / Freshers can be considered

Previous Experience
Desired :
 1 year sales or services experience in construction, paint or allied industries.

 Fluency in English, Hindi & local language

 Excellent communication and people skills
Functional Competencies
 High orientation for customer servicing and customer delight.

 Willingness to work in a retail environment and engage with clients across age and income
groups for 8.5 hours a day and 6 days in a week
 Follow grooming and etiquette standards at all times while on duty
Behavioral Competencies  Develop a healthy working environment for co-workers and effectively contribute in any team-
based tasks
 Be diligent and ensure timely attendance / completion of all programs and modules designed by
asian paints for training and development of customer associates.
 Should have a two wheeler with valid driving licence.
Additional Requirements
 Should have an android phone with operating system above version 5

Document Details

Written By Date
Validated By Date

Approved By Date