Senior Customer Success and Experience Specialist |… | Undutchables

Senior Customer Success and Experience Specialist | German

Amsterdam, reference 2021-01280

Job description

The Responsibilities:

You will proactively manage the performance of the companie's After Sales Operation in the European region. This includes providing technical and service support to end customers, Authorised Service Providers (ASP’s) and the Sales team as required. To oversee the efficient processing of RMA transactions, including the Beyond Economic Return (BER) process. Maintaining optimal stock levels of spare parts at managed local ASP to ensure that ASP are able to complete repairs within the agreed KPI’s and minimise BER expenditure.

Essential Duties:
1. Support the Customer Care Definition Process
identify local customer care requirements
assess warranty terms / service levels of local competition
co-ordinate local implementation of warranty terms / service levels

2. Support the ASP Management Process
evaluate / propose potential new ASPs
co-ordinate set-up and termination of ASPs
supervise execution of corrective action plan
co-ordinate all ASP related issues on product launch

3. Support the ASP Support Processes
support ASP as the local customer care team counterpart
manage / coordinate escalation of ASP queries
ASP training / audits

4. Manage the Customer Service Processes
coordinate the implementation of the process related procedures with the ASPs
manage / coordinate escalation of customer queries
handle / decide about service-related local customer credit requests

5. Manage the ASP performance & Cost
manage ASP’s performance against agreed KPI’s
manage the turnaround time for customer repairs within the Target
manage the monthly repairs claims/validations from ASP
control the stock level of ASP’s inventory (Finished goods buffer & spare parts)
deal with customer complaints that related to the managed ASP

6. Support Customer Evaluation Process
support Sales with questionnaires / tender in cooperation with Product Managers
support marketing on customer- / press- evaluation samples
collect / verify customer specification requirements
verify key account customer (evaluation / quality) complaints




Requirements

Skills/experience required:
Education:
  • BA Degree in Business Administration or similar.
  • Good technical knowledge of LCD or AV (projector and touch panel) products is an advantage.
Experience:
  • Minimum of 2 years’ experience in IT warranty or after-sales service related activities.
  • Good knowledge of financial procedures and ability to interpret and process financial information.
  • Computer literate at an advanced level in word and excel.
  • Strong customer interface skills.
  • Excellent analytical and problem-solving skills.
  • Understanding of workflow processes.
  • Strong organisational skills and ability to prioritize workload.
  • Self-motivated to meet project/operational deadlines.




Working conditions

  • This is a full time (40 hours/week), long term position, with a direct contract with the company.
  • Salary is depending on experience and education
  • You will receive 8% holiday money
  • Working days are from Monday until Friday


Salary from: €3000,-
Salary to: €3000,-

Work location

Amsterdam

Company description

Our client is a global consumer technology company.

Recruiter contact

Alyona Poznyak, Undutchables Amsterdam
alyona.poznyak@undutchables.nl
+31(0)6 34 154 091
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Recruiter contact

Alyona Poznyak
Undutchables Amsterdam
E: alyona.poznyak@undutchables.nl
T: +31(0)6 34 154 091

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