After Sales Customer Care Manager

TN Germany; München; Vor Ort; EUR 50.000 - 70.000; Vollzeit

Zusammenfassung

A leading company in Munich seeks an After Sales Customer Care Manager to enhance customer satisfaction and manage service operations. The role involves strategic negotiations with distributors and oversight of service center performance, requiring fluency in English and German.

Qualifikationen

• Minimum 3 years of relevant experience in customer service.
• Knowledge of the service market and existing distributor contacts are a plus.

Aufgaben

• Focus on improving customer satisfaction and reducing Repair TAT.
• Negotiate after-sales conditions with key distributors.
• Manage repair/service centers' operations and performance monitoring.

Kenntnisse

Fluent in English

Fluent in German

Strategic skills

Analytical skills

Decision-making skills

Communication skills

Negotiation skills

Organizational skills

Jobbeschreibung

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After Sales Customer Care Manager, Munich

Client: ELP Consult Ltd.

Location: Munich

Job Category: -

EU work permit required: Yes

Job Reference: 958a177ed1c9

Job Views: 1

Posted: 11.05.2025

Expiry Date: 25.06.2025

Job Description:

• Consumer Satisfaction: Focused on improving customer satisfaction in the territory, including reducing Repair TAT and improving NPS.
• Regular meetings with the Sales Team to review needs, issues, and action plans.
• Escalate local issues to European Service Management.
• Negotiate after-sales conditions with key distributors, ensuring alignment with company policies, and perform gap analysis.
• Ensure distributors are updated on service procedures.
• Respond to customer questions, resolve problems, and maintain satisfaction.
• Manage repair/service centres' operations, coaching, support, and performance monitoring.
• Stay updated on market trends and competitors' strategies.
• Prepare administrative reports on repairs and audits for system improvements.
• Manage stock levels for product exchanges and perform stock taking.
• Accountable for the territory's PnL in line with annual targets.
• Oversee daily operations, resolve anomalies, and improve customer performance metrics.

Requirements:

• Fluent in English & German (mandatory).
• Minimum 3 years of relevant experience, preferably in consumer electronics customer service.
• Knowledge of the service market and existing distributor contacts are a plus.
• Strategic, analytical, and decision-making skills.
• Flexible, team-oriented, and capable of working independently.
• Excellent communication, negotiation, and organizational skills.
• Ability to collaborate remotely and with external stakeholders.