Aftersales Supervisor, HSR
2 months ago
MAIN DUTIES
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 Expedite 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 solutionsSystem and Tools
Mastery of HCare 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 KPIsProjects and Events
Take lead and communicate aftersales projects and deployments including training . Leather personalization Support external events . Leather demonstration events in stores Support internal events . Discover the Workshop sessionsTeam 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 bePerformance Indicators
Aftersales KPIs (repair lead times, service rates 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 customersRequirements & 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)-
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