2B Customer Service Manager

该职位来源于猎聘 ROLE & RESPONSIBILITY ABOUT THE ROLE: 2B Customer Service Manager This role drives 2B service excellence, builds and optimizes service networks, streamlines complaint handling, and shapes service standards—critical to elevating brand experience and fueling business growth. RESPONSIBILITIES: 1. 2B Customer Service Support and Management Provide brand service standards and processes to retailers and large customers. Conduct regular evaluations and training for retailer service quality and urge them to complete service environment reform. Offer service including enum, repair, and technical support to retailers and large customers to ensure brand service consistency. Provide additional services to distributors to support their normal operations.

• Daily Operation of Service Networks Manage service network production scheduling and work order timeliness to guarantee timely service delivery. Oversee inventory turnover of finished products and spare parts to prevent digital inventory. Optimize service processes and standards to align with actual operational needs. Improve systems and tools to maintain industry-leading performance.
• Optimization of Customer Complaint Handling System Categorize and grade customer complaints, special cases, and government-related complaints for hierarchical processing, ensuring efficient response and resolution.
• Service Network Establishment Plan and optimize the layout of service and repair networks nationwide. Evaluate and onboard qualified service providers. Establish relevant KPI indicators based on industry benchmarks.
• Service Network Process and Standard Development Streamline processes across customer inquiry, device submission, repair, and return stages. Define delivery standards for each process node and establish a corresponding application mechanism. Implement regular training programs for service networks to ensure understanding and compliance with processes and standards.
• Other Tasks Assigned by Company EXPERIENCES & SKILLS REQUIRED EXPERIENCES / EDUCATIONAL BACKGROUND: Bachelor's degree or above, with a preferred major in Communication/Electronics/Computer Science. At least 3 years of experience in after-sales network management for consumer electronics or musical instrument equipment, with priority given to those with experience in electric guitar speaker. REQUIRED LANGUAGES (BESIDES ENGLISH): Good written and verbal English communication skills. REQUIRED SKILLS: Proficient in full-process management of after-sales (including reverse logistics, spare parts turnover, and repair process management). Skilled in using RMS (Repair & Maintenance System) and data analysis tools; priority given to those with project management or testing experience in system development (including RMS, CRM, e-commerce platforms, OMS, etc.). Familiar with product repair processes and basic principles of consumer electronic devices. Experience in cross-departmental collaboration (requiring in-depth coordination with Product, Supply Chain, and Marketing departments).