Customer Journey Service Supervisor

GWM Brasil; São Paulo; Presencial; BRL 120.000 - 150.000; Tempo integral

Resumo da oferta

A leading automotive company in Brazil seeks a Customer Journey Service Supervisor to enhance After Sales processes and customer satisfaction. The role involves creating training programs for dealers, implementing digital solutions, and ensuring compliance with local regulations. Ideal candidates will possess strong communication skills, negotiation experience, and in-depth knowledge of After Sales operations.

Qualificações

• Excellent communication skills and ability to engage proactively.
• Experience in negotiations with stakeholders.
• Strong analytical and problem-solving skills.
• Comprehensive knowledge of After Sales operations.

Responsabilidades

• Create GWM After Sales standard processes.
• Implement After Sales processes at dealers.
• Develop sustainability procedures for After Sales operations.
• Create training materials and conduct training for dealers.
• Implement digital solutions in After Sales processes.
• Ensure LGPD compliance in workflow.
• Promote Continuous Improvement mindset among dealers.

Conhecimentos

Good communication

Proactivity

Negotiation with dealers and suppliers

Problem resolution

Knowledge of After Sales operations

Descrição da oferta de emprego

About the job Customer Journey Service Supervisor

KEY RESPONSIBILITIES:

Create GWM After Sales standard process with the following mind set: "customer satisfaction through a lean and smart process"

Implement GWM After Sales process at all dealers

Create sustainability procedures to keep a high level at After Sales operations and customer satisfaction (self-evaluation, periodical audits and reports, etc)

Create online and face to face training for dealers, material and train them periodically according to their needs

Implement digital solutions at all After Sales standard process (customer booking, customer reception, repair order and check list opening, service planning and control, service execution, car delivery and customers satisfaction survey)

Create the workflow to secure LGPD compliance

Spread and consolidate "Continuous Improvement" mind set among dealers so GWM customers may have the best experience at After Sales operations in the market

REQUIRED KNOWLEDGE AND SKILLS:

Good communication and proactivity position

Negotiation experience with dealers, suppliers, BOD and dealers association

Deeply analysis & problem resolution oriented

Knowledge of After Sales entire operation (dealers operation, dealers process, planning, customer care, logistics, pricing, marketing, technical, warranty, publication, commercial, training, etc.)