Job Ref: 213120186

Date: 2021-02-02 17:05:36

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I am recruiting for a experienced after sales Manager to work for a global and well known brand within the FMCG sector, the role is to ensure the business meets its statutory after-sales obligations, delivers appropriate levels of customer service, is cost-effective and will seek out opportunities to improve efficiency and customer satisfaction.

Key Responsibilities

Woking with Customers to support appropriate product knowledge for their sales environment
Review of established warranty processes to ensure they are operating to a high standard
Review of Service network and performance measures, labour rates
Manage helpdesk to clearly defined with measurable KPI'sDevelop and maintain Service Agent Network by:

Assessing new agent applications
Monitoring performance of existing agents against agreed KPI's
Supporting the warranty claims process and assisting to keep accurate records of warranty submissions, credits, rejections and customer contributions towards goodwill claimsQuality

Ensure processes are established and effective for early identification of quality issues including reporting / communication
Carry out technical Investigations and provide reports
Management of product related insurance claimsReturns

Co-ordinate with Europe to ensure best practices are being used and maintained
Co-ordinate with the Warranty and Spares Manager to ensure systems are functional and meeting requirements for returns and warranty claims including performing auditsSkills/ Experience Required

Strong 5-8 years' experience in a similar position
Good knowledge of After Sales Support within the Service environment
Exposure and experience of helpdesk management and managing a team
Good organisational, time management skills with knowledge, understanding and ability to prioritise, plan and control own workloads
Excellent customer facing skills to include effective negotiation techniques
Experience of identifying and delivering process improvements, and experience of setting and reporting against KPI's
Analytical approach to problem solving with the ability to make quick and informed decisions
Project management skills to include the co-ordination of multiple projects, management of resource levels and meeting strict deadlinesParkside Recruitment Ltd is acting as an Employment Agency in relation to this vacancy. Parkside Recruitment is an Equal Opportunities Employer

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