Aftersales Service Assistant Manager-WFJ

6 months ago


Shanghai, China CHANEL Full time

Description

s/What you can bring to the team

People management and development of aftersales team

Define job role and responsibility of different position in the team and allocate assignment of daily work to ensure smooth operation for both customer and stock repair

Monitor staff performance and work on regular training to align and improve service level

Operation and performance management of aftersales team

Handle customer/stock repair from boutique and find solution to complaint to escalate client service

Monitor aftersales service performance target include lead time, operation quality, communication quality etc to ensure qualified service provided

Work out and implement action plan for any operation and communication failure to improve service quality

Optimize existing process to improve the productivity/service and achieve aftersales service KPI

Provide aftersales service statistics and do data analysis for business development and plan

Monitor spare parts inventory in workshop and exchange with Les Ateliers

Cross function communication

Global quality and aftersales team: report the local quality case, sharing technical information, follow up special global repair case

Boutique: provide technical advice and solution for escalated cases, provide feedback to inquiry and concern from boutique, provide technical support in aftersales workshop, training and business activity

Customer Care: deliver the technical advice for case inquiry, provide solution and feedback client case from CC.

External Vendor: monitor the daily performance and work on action plan for any service failure

Communicate with other related departments, such as warehouse, logistic, QC on behalf of aftersales service team to ensure smooth operation

Project Support

Support aftersales service project by process set up, resource planning and final implementation

Support aftersales service training in business service project

Other Ad hoc assigned.

Person Specifications:

College education or above;

Business management related

Above 8 years after sales service background and above 3 years managerial experience;

WFJ industry or aftersales background preferred

Customer service and details orientation with team-work spirit

Good ability for process and standardization management

Sound communication skill, acceptable English ability.

Familiar to Office Software, such as EXCEL/WORD/PPT

Key Interactions: DC, QC, Logistics, Global/regional workshop



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