area customer care manager (eastern europe) | bucharest

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contact
ioana vitan, randstad romania
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postat
locație
bucharest, bucuresti
sector
SSC
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permanent
număr de referință
348 / 460
contact
ioana vitan, randstad romania
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Randstad is recruiting an Area Customer Care Manager (Eastern Europe) for our client a Chinese multinational electronics company headquartered in Huizhou, Guangdong Province. The company designs, develops, manufactures and sells products including television sets, mobile phones, air conditioners, washing machines, refrigerators and small electrical appliances. In 2010 it was the world's 25th-largest consumer electronics producer. Since 2015, it remains the third-largest television manufacturer by market share.

The department of Customer Service Europe is consolidating his team to support strong business growth.

Geographical Scope Czech Republic, Slovakia, Hungary, Romania, Bulgaria, Greece, Cyprus, Slovenia and other Balkans countries (+ other areas assigned by Customer Service Director).

Organisation/Department

Customer Care Management

Job description

He/She is responsible to ensure the best service in the territory assigned by the company and be accountable to reach the targets and the success of the company.

Consumer Satisfaction:

- consumer-focused 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, follow-up on action plans for improvements and problem-solving Escalate to Service Management on local situation.

Distributor After-Sales Conditions management:

- negotiation of After-Sales conditions with the key distributors within the Territory;
- ensure that the conditions are in line with company’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.

Follow-up on issues (problem-solving):

- repair Center (ASP) management;
- manage all aspects related to repair/service centers in the territory, included, but not limited to, daily operations, coaching on procedures, support, regular phone and face to face meeting, penalizing 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.

Cost (PnL);

- be accountable for the territory PnL in line with company yearly targets.

Requirements

Education & Experience:

- BS / BA degree require;
- 5 years work experience;
- experienced in Customer Service (preferably consumer electronics industry);
- knowledge of the Service market in the assigned Territory;
- existing contacts with key Distributors is a plus;
- fluent in English.

Key Competencies:

- 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, prioritize tasks, and follow up on execution;
- external Communication with both Suppliers and Customers.