客户服务主管/经理
客户服务主管/经理
面议
苏州工业园区 | 5年以上经验
发布时间:2017-02-21 08:30:42 | 截止时间:2017-03-31
基本信息:
  • 售前/售后技术支持经理
  • 有经验要求
  • 全职
  • 1
职位描述及要求:
  • 职责:
    1. 生产订单沟通
    全面负责AMC所有生产产品在生产过程中产生问题时与相关服务国家对应部门、人员的沟通,包括定制机新订单,维修订单,重做订单,耳模订单以及其它AMC生产的产品,确保所有出厂的产品符合客户对质量以及交付的要求
    2. 员工管理与团队建设
    全面负责客户服务团队的日常管理,配合生产部门进行合理资源分配与调动,充分调动员工的工作热情与积极性,为内外客户提供满意的服务
    3. 非正常订单监控
    完成每周、每月的非正常订单数量与比例报告,分析原因并推动各方的改善,有效降低订单的停滞,降低周期时间,提高客户满意度
    4. 沟通流程与方式
    建立并执行有效的沟通流程与方式,与各个AMC服务对象国建立定期的沟通会议机制,收集并汇总各国对AMC生产与服务的反馈,分析并推动内部相关部门的改善,通报AMC的项目进展以及需要各个国家配合的事项
    5. 非标产品的放行
    配合QC部门,对一些需要按照客户要求而制作的非标产品进行把关放行,确保该产品在满足法规要求的前提下符合客户的要求
    6. 投诉处理
    接收客户投诉、反馈的第一窗口,建立并跟踪执行投诉处理的流程,短期确保每个客户投诉、抱怨案例得到妥善解决,长期推动内部流程改善,避免同样投诉的再次发生
    7. 客户满意度调查
    建立定期的客户满意度调查,根据结果制定相应的改善措施,推动改善的实施
    8. 项目及其它
    按照要求完成上级指派的其它项目与相关工作

    能力要求:
    1.5年以上客户服务相关经验
    2.3年以上团队管理工作经验
    3.电子或管理专业学士学位及以上学历
    4.英语口语及书面熟练

    Responsibility:
    1. Order clarification and communication
    Full responsible for release of custom products produced in AMC, including ITE new orders, remake orders, repair orders, earmold orders and other custom products produced in AMC, make sure all the products meet the requirements of relevant product specification, regulatory, and customer requirements.


    2.Team management
    Manage customer service team, allocate resource according to production plan, motivate team members to company/department targets provide excellent service to both internal and external customers.

    3.Pending order monitoring
    Finish weekly, monthly pending order report in time, analysis and address the root cause and take proper actions to improve internal/external process to reduce pending rate

    4.Communication process
    Establish and excute effective communication process/methode, call weekly/monthly meeting with affiliates, collect feedback from affiliates in terms of quality/delivery and service, communicate the progress of projects done in AMC, seek support from affiliates if necessary.


    5.Realease of non-standard products
    Work together with QC and Engineering department, make decision of final release of non-standard products based on regulatory and customer requirements


    6.Complaint handling
    Contact window of receiving customer complaints/feedbacks from affiliates. Establish and execute complaint handling process, make sure all the cases to be followed and closed properly, push internal process improving based on the analysis of complaint/feedback.

    7. Customer satisfaction survey
    Establish and execute customer satisfaction survey (both internal and external) on regular basis, push internal process improve based on the result of survey

    8. Projects and other tasks
    Conduct other assigned projects as well as tasks assigned by superior.

    Requirements:
    1.Minimum 5 years customer service experience.
    2.Minimum 3 years team management experience
    3.Bachelor degree or above major in Management or Engineering,electricity
    4.Fuluent in both written and oral english
岗位条件:
  • 本科
  • 英语 熟练
  • 不限
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  • 外商独资、外企办事处
  • 制药/生物工程
  • 500-999
  • 苏州工业园区苏桐路120号
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