Customer Care Manager

The European Customer Service Department is consolidating its team to support strong business growth.

Title

Customer Care Manager, Nordics

Reporting

Reports to General Manager of TCL Nordics AB, and head of CCM

Location

Stockholm, Sweden

Contract Type

Indefinite with 6 months trial period

Start Date

ASAP

Geographical Scope

Nordic countries: Denmark, Finland, Iceland, Norway, Sweden

Travels

Travels in Nordics, and Europe. About 10%+ of time.

Key Responsibilities:

Responsible to ensure the best service in Nordics and be accountable to reach the targets and the success of the company.

Core Tasks

:

Consumer Satisfaction

Consumer-focused to path the road to continuous Customer Satisfaction improvement in the Nordics (including, but not limited to, Repair TAT reduction, NPS improvements …)

Sales Team Support

In direct contact with Sales Team in charge of the Nordics. Regular meeting (with minute of meetings) to review Sales needs, field issues, follow-up on action plans for improvements and problem-solving

Escalate to European Service Management on local situation

Distributor After-Sales Conditions management

Negotiation of After-Sales conditions with the key retailers / distributors within Nordics. Ensure that the conditions are in line with the company's policy and drive negotiation till the end. Perform gap analysis when necessary and drive negotiation to reduce gap. Review solutions for solving the gaps with Sales team on one side and Service Management in the other side.

Ensure that all Retailers/Distributors in Nordics have the latest Service procedures and well aware about details.

Answers customers' questions, resolves problems, and maintains customer satisfaction by providing problem-solving resources

Repair Center (ASP) management

Manage all aspects related to repair/service centers in Nordics, included, but not limited to, daily operations, coaching on procedures, support, regular phone and face-to-face meeting, penalizing failures, repairs validation, payment follow-up.

Be up-to-date on market trends, competitors' service strategies and continuous benchmark in terms of costs and services,

Administrative reporting to check each repair till its validation.

Audits customer service procedures and trends and determines system improvements.

Manage the level of products to be stored locally for performing product exchange (SWAP) by monitoring trends, stock level and replenishment needs.

Perform Stock taking of products stored locally under ASP responsibility but TCL ownership.

Cost (PnL)

Be accountable for the territory P&L in line with company yearly targets.

Daily Operations

Manage and Monitor daily issues. Coordinate with all concerned stakeholders to fix anomalies, search for solutions and long term fix.

Maximizes customer operational performance by supervising system and monitor all the resources: Pending cases from ASP, Call Center performance, etc..

Requirements:

Education & Experience:

• BS / BA degree
• Native Swedish and fluent English
• 5 years+ work experience
• Experienced in Customer Service (preferably consumer electronics and/or major domestic appliances industry)
• Knowledge of the Service market
• Existing contacts with key Retailers / Distributors in the Nordics is a +.

Key Competencies:

• Strategic, analytical approach toward navigating changing business conditions, problem-solving and making decisions which are both cost-driven and consumer-driven decisions
• Flexible, adaptable team player with strong interpersonal skills.
• Capable to work independently.
• Resourcefulness to effectively navigate the internal organization to resolve issues and achieve objectives.
• Organized, rigorous, detail-oriented with excellent follow-through and follow-up abilities
• Effective oral & written communication and presentation skills to persuade decision makers and cross-functional.
• Negotiation skills with retailers & distributors

Communications
:

• Ability to collaborate with remote Management and cross-functional management to achieve mutual goals, prioritize tasks, and follow up on execution
• External Communication with both Suppliers and Customers.