Aftersales Supervisor
24 hours ago
OVERALL MISSION: he/she is responsible for the management and daily operation of After Sales service ensuring consistent standards of excellence for all aftersales services.
MAIN DUTIES
1. After Sales Services for HSR
- Understand the full spectrum of aftersales processes and seek continuous improvements
- Oversee client repairs, follow up and escalations
- Diligently check all incoming repairs to ensure repair expectations are communicated and met
- Expediate backorders and provide customers with accurate availability dates
- Evaluate repairs and re-direct to the appropriate centre
- Follow up on quotations between customers, craftsmen and Paris
- Communicate with relevant departments to resolve issues, expedite orders and monitor shipments
- Manage shipments from centralized warehouse to Paris and local suppliers
- Manage shipments and documentations with logistics team
- Support aftersales daily briefings
- Analyze and evaluate the demand of aftersales services, to identify and implement solutions
2. Systems and Tools
- Mastery of the Aftersales system, including follow up and validations of HCare storecards
- Maintain neat and clean database and systems
- Monitor and oversee spare parts stock levels based on repair needs
- Design and develop aftersales internal processes and procedures
- Tabulate timely reports to drive actions in order to improve repair processes and lead time
- Monitor and drive KPIs
3. Projects and Events
- Take lead and communicate aftersales projects and deployments including training e.g. Leather personalization
- Support internal and external events
4. Team Management
- Work closely with the aftersales team, craftsmen, logistics team and stores.
- Support team and craftsmen to flag up any issues and escalations if need be
PERFORMANCE INDICATORS
- Aftersales KPIs (repair lead times, service rates etc.)
- Individual contribution to the efficiency and quality of aftersales operations
- Quality of relationship and partnership with the aftersales team, craftsmen and Paris
- Quality of relationships with customers
REQUIREMENTS & CAPABILITIES
- Passionate about retail and luxury
- Minimum 6 years of working experience in aftersales service and/or customer service, preferably in Retail environment
- Willing and able to communicate with clients directly
- Service- and customer-oriented (internal and external customers), with excellent communication skills
- Organized, rigorous and reliable, able to organize his/her work autonomously and to anticipate challenges
- Proficient with Excel / IT tools
- SAP experience would be a bonus
- Team player
- Language requirements: fluency in English and Mandarin (written and oral)
- Contract role of 12 months
Job Type: Contract
Contract length: 12 months
Pay: $5, $6,000.00 per month
Benefits:
- Health insurance
Work Location: In person
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