Swe Customer Care Manager
hace 2 semanas
col-wideJob Description:A bit about usTrek is an awesome place to work, with amazing benefits for all employees. We build only products we love, provide incredible hospitality to our customers, and change the world by getting more people on bikes. When you're on our team, you're taken care of, encouraged to learn and grow, and given lots of opportunities to do so. Give us your best, and we'll give it right back. Sound pretty sweet? Then come join us**Job Description**:Our SWE Customer Care team provides the best service for our dealers and consumers.What you really do- You coach, train and guide your employees both on the floor and 1-on-1, so that the customers experience the best customer care in the industry.- You structure the Customer Care team so that the B2B and in the future also the B2C service is optimal.- You propagate the specific Trek culture (Ride Bikes, Have Fun, Feel Good) and stimulate it within your team.- You motivate and inspire your employees with the aim of customer satisfaction (a.O. made measurable via Powerrankings) and increase the commercial results of your team.- You propose improvements to simplify processes or make them faster and first try them out on a small scale. The best service is not a service- You ensure that orders and warranty requests run efficiently through the B2B system and the JDE ERP system and that customers receive correct and timely information about these matters.- You are responsible for the customer master data in JDE and CRM.- You give early feedback on the purchase, stock position, size /color distribution and quality.- You set up commercial actions concerning clearance models and contact a number of key accounts yourself for this.- You visit dealers on a regular basis to keep your finger on the pulse of what is going on and where we can do even better. Of course, you turn these ideas into action.- You have an active role in the management team of Trek SWE and in the European Customer Care Managers team.- Together with the Outside Sales Manager, you have a coordinating role in the coordination between the field service and the office staff.How to do that- You are a born leader who continuously radiates enthusiasm.- You are passionate and creative in looking for opportunities and improvements.- You start each day with a day start in which you take your team along in the results achieved yesterday and the objectives of today. Your Team Lead is your right hand in the daily management of the team.- You give your employees the right tools and guidance to become a little better every day in service, sales and the rest of their work.- You communicate clearly and with figures to your colleagues within Trek, both in Southwest Europe and worldwide.TeamAs a Customer Care Manager at Trek SWE, you will work in a team with 15 employees in the field of Technical Support, B2B Communication and Internal Sales. You will be supported by multiple Team Leads. Your team is multilingual, because the customers speak Spanish, Portuguese and French.What your day can look likeWhile enjoying a cup of coffee, you can view yesterday's sales figures, the telephone statistics and the warranty handling. During the start of the day, you and your Team Lead discuss these figures, the sales action of a new model and replacing a colleague who has taken time off for an afternoon of mountain biking. The team makes the same comment about a certain model a number of times and you ask your employees to turn it into a Field Quality Alert.After the start of the day, you analyze the graduation of a certain model that you are worried about. You call a few dealers who sell a lot of this to verify the figures and finally you send an advice to the purchasing manager. After you have won a game of fuzz ball at noon, you call the warehouse manager to ask what the amount of transport costs is between customers. You analyze how often these types of transactions occur and you make a cost/benefit analysis of this process and the desired role of Trek in it. You put this on the agenda of the management meeting for discussion.Later in the afternoon, you'll sit down with your B2B employee about a message you want to post to inform dealers about improved packaging techniques that Trek is now applying. The message will be posted that day in two languages.Satisfied, you ride home on your bike. It was another day in which you made many people happy with beautiful bikes and accessoriesWe ask- Minimum hbo work and thinking level.- Strength of IT skills: MS Office (especially Excel), ERP and CRM- At least 3 years of experience as a Customer Service Manager. Experience in the industry is a big plus.- Passion for service and sales and an urge to score. You are a doer.- You are good at thinking in structures and processes and have an eye for detail.- You can coach well and are able to enthuse colleagues.- You are used to working in a global matrix organization.- You are a born multitasker a
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