Offers “Chanel Fr”

29 days agoChanel Fr

Aftersales Service Assistant Manager-WFJ

  • Shanghai, CHINA
  • IT development

Job description

Job Descriptions/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:

Academic / Professional Qualifications 

· 
College education or above;

· 
Business management related

Work Experience

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

· 
WFJ industry or aftersales background preferred

Required Competencies

· 
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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