After Sales Customer Care Manager
After Sales Customer Care Manager
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Consumer Satisfaction:
Consumerfocused to path the road to continuous Customer Satisfaction improvement in the territory (including but not limited to Repair TAT reduction NPS improvements )
Sales Team Support:
In direct contact with Sales Team in charge of the Territory. Regular meeting (with minute of meetings) to review Sales needs field issues followup on action plans for improvements and problemsolving.
Escalate to European Service Management on local situation.
Distributor AfterSales Conditions management
Negotiation of AfterSales conditions with the key distributors within the Territory. Ensure that the conditions are in line with companie s policies and drive negotiation till the end. Perform gap analysis when necessary and drive negotiation to reduce gap. Review solutions for solving the gaps with Sales team on one side and Service Management in the other side.
Ensure that all Distributors in the Territory have the latest Service procedures and well aware about details.
Answers customers questions resolves problems and maintains customer satisfaction by providing problemsolving resources.
Repair Center (ASP) management
Manage all aspects related to repair/service centres in the territory included but not limited to daily operations coaching on procedures support regular phone and facetoface meeting penalising failures repairs validation payment followup.
Be uptodate on market trends competitors service strategies and continuous benchmark in terms of costs and services
Administrative reporting to check each repair till its validation.
Audits customer service procedures and trends and determines system improvements.
Manage the level of products to be stored locally for performing product exchange (SWAP) by monitoring trends stock level and replenishment needs.
Perform Stock taking of products stored locally under ASP responsibility but its ownership.
Cost (PnL)
Be accountable for the territory PnL in line with company yearly targets.
Daily Operations
Manage and Monitor daily issues. Coordinate with all concerned stakeholders to fix anomalies search for solutions and long term fix.
Maximises customer operational performance by supervising system and monitor all the resources: Pending cases from ASP Call Center performance etc.
Requirements
Education & Experience:
BS/BA degree require
Fluent in English & German is mandatory and not negotiable.
Minimum of 3 years work experience
Experienced in Customer Service (preferably consumer electronics industry)
Knowledge of the Service market
Existing contacts with key Distributors in the Territory is a plus.
Key Competencies:
Strategic analytical approach toward navigating changing business conditions problemsolving and making decisions which are both costdriven and consumerdriven decisions
Flexible adaptable team player with strong interpersonal skills.
Capable to work independently.
Resourcefulness to effectively navigate the internal organization to resolve issues and achieve objectives.
Organized rigorous detailoriented with excellent followthrough and followup abilities
Effective oral & written communication and presentation skills to persuade decision makers and crossfunctional.
Negotiation skills with distributors
Communications:
Ability to collaborate with remote Management and crossfunctional management to achieve mutual goals prioritise tasks and follow up on execution.
External Communication with both Suppliers and Customers.
Work Location: Munich
Employment Type
Full Time
