After Sales Supervisor

12 ore fa

Milano, Lombardia, Italia Villeroy & Boch Group A tempo pieno

We are looking for a After Sales Supervisor.

The After Sales Supervisor manages and coordinates the activities of the after sales team to ensure that the organization's customer service strategy and administration are implemented and executed effectively and according to established guidelines, quality standards and budgets, ensuring operational excellence. She or He analyzes opportunities for operational improvements and implements solutions.

MAIN RESPONSIBILITIES:


• Define a consistent and credible commercial value proposition (basic, extended, and full risk guarantee);


• Entering into procurement contract with suppliers, anticipating maintenance requirements;


• Define contractual standards of after-sales service;


• Identify, train and manage service partners needed for business needs;


• Propose her/himself as an integrated consulting service to internal and external customers;


• Manage non-standards on time;


• Oversee and assess after sales team activities, and providing them with regular performance-related feedback;


• Assist after sales staff with duties where required;


• Train co-workers in areas of after sales and company policies;


• Structure internal process flows for handling customer requests for warranty and non-warranty operations;


• Analyze opportunities for operational improvements and implements solutions


• Keep informed concerning V&B and Ideal Standard warranty process and products;


• Implement actions to improve KPIs and keep track of them by using the right tools;


• Provide accurate, valid, and complete service to the customers;


• Identify and assess customers' needs to achieve satisfaction;


• Build sustainable relationships of trust through open and interactive communication both internally and externally;


• Be responsible for setting each member's goals and development plan, monitoring the achievement of results over time.

REQUIREMENTS AND SKILLS:


• Minimum 3 years experience in customer care/after sales;


• English minimum B1


• Good knowledge of CRM/SAP/Office 365 systems and practices;


• Sensitivity to client service;


• Managerial skills - lead the workforce, costs control, business oriented, establish and implement new practices and procedures;


• Leadership and team work – ability to motivate teams to produce quality material within timeframes and simultaneously mange several projects

Soft Skills:


• Excellent communication and problem-solving skills;


• Ability to work in a fast-paced environment;


• Strong interpersonal skills, building effective relationships internally and externally;


• Organized and methodical;


• Ability to multitask, prioritize and manage time effectively.

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