Regional Consumer Service Manager

Job description

Regional Consumer Service Manager

Position ID: req7664

Sector: Major Appliances EMEA

Functional Area: Consumer Care/Customer Care

Location: Préverenges, Le Trési 6, Préverenges 1028 CHE

Number of Openings: 1

Reporting to:        Cluster Head CCS

Employment Type: Permanent

Apply By:                    09.06.2017

 

POSITION DESCRIPTION:

Maximise customer satisfaction and the services rendered to our customers in the region. Pro-vide expert advice in a friendly manner and render services efficiently and on time. Electrolux Customer Service and its communications are perceived positively on the market. Achieve highest possible placement of supplementary services (sale of accessories, Garantie Plus, replacement market). The Head of Consumer Service manages the service point with expertise and personality according to economic criteria and the predefined key performance indicators. Lead, motivate and challenge employees in an exemplary way to generate high employee satisfaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES

·  Meet customer expectations quickly, in a friendly manner, with expertise and on schedule
·  Render as many services as possible and in the highest quality in the replacement market and for Garantie Plus, or exceed these expectations
·  Complete services in full during the first contact
·  Perform services in a way that is as cost effective as possible for all parties
·  Conduct long-term personnel planning together with the customer service provider for Switzer-land
·  Ensure fair, targeted and successful personnel management
·  Adapt fluctuation to the market situation and achieve high employee satisfaction
·  Ensure cooperation with other areas is profitable and positive
·  Maintain costs or keep costs below budget according to the cost allocation sheet for the area – while taking account of the market situation
·  Constantly question existing procedures and processes to achieve best-possible efficiency

COMPANY DESCRIPTION
Electrolux is a global leader in home appliances, based on deep consumer insight and developed in close collaboration with professional users. We offer thoughtfully designed, innovative solutions for households and businesses, with products such as refrigerators, dishwashers, washing machines, cookers, vacuum cleaners, air conditioners and small domestic appliances. Under esteemed brands including Electrolux, AEG, Zanussi, Frigidaire and Electrolux Grand Cuisine, the Group sells more than 50 million products to customers in more than 150 markets every year. In 2013 Electrolux had sales of $15.1 billion and 61,000 employees. For more information go to http://group.electrolux.com

SECTOR DESCRIPTION
Electrolux is a leading provider in the European appliance market, and Electrolux Major Appliances Europe is our largest business sector. With 24,800 people and operations in every country in Europe, we have a solid understanding of European consumers’ needs and desires that allows us to provide innovative, thoughtfully designed products that help consumers create the homes they desire.

Desired profile

POSITION REQUIREMENTS:

·  Technical vocational training or training with completion of a Swiss Federal Specialist Certificate
·  Technical merchandiser or commercial training
·  At least three years' management experience (in a comparable function)
·  Leadership training or considerable leadership experience

KNOWLEDGE, SKILLS & ABILITIES REQUIRED
·  Willing to accept change
·  Acts as a motivator
·  Works well under pressure and is assertive
·  Organised and communicates clearly and at the appropriate level
·  Works in a solution- and goal-oriented manner
·  Impeccable and clean appearance as well as a sociable manner

REQUIRED LANGUAGES
·  Spoken and written German and French
·  Spoken and written English
·  Spoken and written Italian (Basic conversation)