After Sales Service Supervisor

Job description

  • Monitor and lead return center agents from reception to processing and warehouse
  • Lead queries from customers and other legal organization (like CPPO, Union, Ministry of industry and commerce, etc.)
  • Detect opportunities for improvement in TAT, Service Level, etc. and implement required changes in this regard
  • Analyze daily performance reports and take required action for performance improvement
  • Improve the defined KPIs for After Sales, like NPS (Net Promoter Score) – CSAT (Customer Satisfaction), or other measurable Metric
  • Empower and Engage the After Sales Team
  • Work effectively with all peers like Commercial, Finance, Marketing, Logistics, Fulfillment and specially operation departments to negotiate and influence customer improvements

 

Requirements

  • Minimum bachelor degree in engineering fields. Industrial engineering is highly preferred
  • Strong English skills (both written and spoken)
  • Very strong knowledge in Excel, PowerPoint, Visio and word
  • Proven background for minimum 3 years as supervisor of a team with 20+ people in related fields
  • Strong leadership and communication skills
  • Strongly data oriented and customer centric
  • Ability to judge and make decision
  • Being Familiar with electronic device troubleshooting is a plus
  • Being familiar with 5S, 6Sigma and Kaizen is a plus