After Sales Customer Care Manager

Consumer-focused to path the road to continuous Customer Satisfaction improvement in the territory (including, but not limited to, Repair TAT reduction, NPS improvements …)

In direct contact with Sales Team in charge of the Territory. Regular meeting (with minute of meetings) to review Sales needs, field issues, follow-up on action plans for improvements and problem-solving.

Escalate to European Service Management on local situation.

Negotiation of After-Sales 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 problem-solving resources.

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 face-to-face meeting, penalising failures, repairs validation, payment follow-up.

Be up-to-date 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 it's 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:
• 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.
• Strategic, analytical approach toward navigating changing business conditions, problem-solving and making decisions which are both cost-driven and consumer-driven 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, detail-oriented with excellent follow-through and follow-up abilities
• Effective oral & written communication and presentation skills to persuade decision makers and cross-functional.
• Negotiation skills with distributors
• Communications:
• Ability to collaborate with remote Management and cross-functional management to achieve mutual goals, prioritise tasks, and follow up on execution.
• External Communication with both Suppliers and Customers.