Aftersales Service Assistant Manager-WFJ
6 months ago
Description
s/What you can bring to the teamPeople 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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