Customer Care Manager (CCM)

Customer Care Manager (CCM)

The European Customer Service Department is consolidating its team to support strong business growth.

Title

Customer Care Manager, Benelux

Reporting

Reports to Senior Customer Care Manager (40%) (big boss - cedric) and local Country Manager (60%)

Location

Rotterdam, The Netherlands, share office

Contract Type

Indefinite with 6 months trial period after that converted into permanent contract

Start Date

ASAP

Geographical Scope

Belgium

Netherlands

Luxembourg

Travels

Travels in Benelux, and Europe. About 10% of time.

Key Responsibilities:

Responsible to ensure the best service in the Benelux and be accountable to reach the targets and the success of the company.

Core Tasks

:

Consumer Satisfaction

Consumer-focused to path the road to continuous Customer Satisfaction improvement in the Netherlands (including, but not limited to, Repair TAT reduction, NPS improvements …)

Sales Team Support

In direct contact with Sales Team in charge of the Benelux. Regular meeting (with minute of meetings) to review Sales needs, field issues, follow-up on action plans for improvements and problem-solving

Escalate to European Service Management on local situation

Distributor After-Sales Conditions management

Negotiation of After-Sales conditions with the key retailers / distributors within The Benelux. Ensure that the conditions are in line with the company’s policy and drive negotiation till the end. Perform gap analysis when necessary and drive negotiation to reduce gap. Review solutions for solving the gaps with Sales team on one side and Service Management in the other side.

Ensure that all Retailers/Distributors in The Netherlands have the latest Service procedures and well aware about details.

Answers retailers’ questions, resolves problems, and maintains customer satisfaction by providing problem-solving resources

Repair Center (ASP) management

Manage all aspects related to repair/service centers in The Benelux, included, but not limited to, daily operations, coaching & training on procedures, support, regular phone and face-to-face meeting, penalizing failures, repairs validation, payment follow-up.

Be up-to-date on market trends, competitors’ service strategies and continuous benchmark in terms of costs and services,

Administrative reporting to check each repair till its validation.

Audits customer service procedures and trends and determines system improvements.

Manage the level of products to be stored locally for performing product exchange (SWAP) by monitoring trends, stock level and replenishment needs.

Perform Stock taking of products stored locally under ASP responsibility but TCL ownership.

Cost (PnL)

Be accountable for the territory P&L in line with company yearly targets.

Daily Operations

Manage and Monitor daily issues. Coordinate with all concerned stakeholders to fix anomalies, search for solutions and long term fix.

Maximizes customer operational performance by supervising system and monitor all the resources: Pending cases from ASP, Call Center performance, etc..

Requirements:

Education & Experience:

• BS / BA degree
• Native Dutch, fluent English, French is a pro
• 3+ years work experience
• Experienced in Customer Service (preferably consumer electronics industry)
• Knowledge of the Service market
• Existing contacts with key Retailers / Distributors / and service providers in the Benelux is a plus.

Key Competencies:

• Strategic, analytical approach toward navigating changing business conditions, problem-solving and making decisions which are both cost-driven and consumer-driven decisions
• Flexible, adaptable team player with strong interpersonal skills.
• Capable to work independently.
• Resourcefulness to effectively navigate the internal organization to resolve issues and achieve objectives.
• Organized, rigorous, detail-oriented with excellent follow-through and follow-up abilities
• Effective oral & written communication and presentation skills to persuade decision makers and cross-functional.
• Negotiation skills with retailers & distributors

Communications :

• Ability to collaborate with remote Management and cross-functional management to achieve mutual goals, prioritize tasks, and follow up on execution
• External Communication with both Suppliers and Customers.