北京招聘

POSITION TITLE: Associate Manager-Customer Service



BASIC FUCTIONS

Under the general supervision of Customer service manager, this position is required to provide authorized Kohler China distributors with project quotation, order collection, order confirmation, shipment arrangement, after sales service through a none-stop and dedicated service. This will also enable us to better service customer orders and complaints and other needs.


SPECIFIC RESPONSIBILITIES

1. Supervise daily operation and improve the efficiency of call center
2. Construct and cultivate the customer service team and train, inspire, evaluate, assess subordinates
3. Giving customer service personnel training on service and communication techniques
4. Training distributors on after-sales theory, customer service and complain-solving techniques
5. Working with cross function Department such as Sales, Marketing, Plant and Legal Department
6. Maintain the customer service system
7. Managing the non-technical escalation customer complaints and serious complaints
8. Assisting Technical Service Department in critical claim tracking and handling
9. Engaging in negotiation on complaints involving high compensation
10.Communicating with insurance companies and loss adjustor companies, preparing claim materials and protocols, solving claims involving product liability insurance
11.Lead warranty administration team to monitor whole pipeline from order to delivery.
12.Complaint Daily report for opened and monthly report for analysis
13.To finish tasks that assigned by manager


RELATIONSHIPS AND CONTACTS

-Reports to Customer Service Manager

-Frequent contacts with distributors
-Frequent contacts with plants
-Frequent contacts with Sales Department
-Frequent contacts with Finance Department
-Frequent contacts with Marketing Department
-Occasional contacts with end users



EDUCATION AND EXPERIENCE REQUIREMENTS

-Bachelor graduate in international trade or relevant disciplines
-At least 6-8 years customer service experience in foreign company
-Good English in speaking, writing and reading
-Experience in import/export, good PC skills
-SAP experience is an advantage

科勒公司创立于1873年，是世界领先的卫浴及厨具设备制造商。不论在技术、工艺及款式上，科勒都为家居带来无可比拟的创意和美感。科勒在全球拥有55多家制造工厂，超过33,000名员工。在中国，科勒建立了9家工厂，并在北京、广州、成都、武汉、杭州、南京、深圳、香港设有销售办事处。为满足业务拓展需要，科勒（中国）投资有限公司诚聘人员，公司将提供具有挑战性的工作环境以及良好的培训和发展机会。

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