Sales & Service Support Manager
hace 2 semanas
Mission Générale
Asegurar la máxima calidad en la gestión del back office de la tienda y a la excelencia en todos los servicios al cliente llevados a cabo desde el back office (Post venta, gestión de peticiones y órdenes de clientes, reservas, ventas en remoto y online).
Colaborar con la Dirección de la tienda en la administración general de la misma para asegurar su óptimo funcionamiento y facilitar las operaciones del día a día, coordinando y supervisando al equipo a su cargo
Principales activités
GESTIÓN DEL SERVICIO AL CLIENTE EN EL BACK OFFICE
- Responsabilizarse de la calidad y del seguimiento de todos los servicios al cliente: peticiones, órdenes especiales y personalizadas, reservas y deseos, ventas en remoto, peticiones de reparaciones, estableciendo rutinas y procesos.
- Monitorizar los ratios de conversión y tiempos medios de las reservas y peticiones de los clientes
- Trabajar con el equipo de venta para optimizar y simplificar los procesos de back office relativos al servicio al cliente
- Asegurar un óptimo resultado de todos los servicios al cliente llevados a cabo en el back office
- Analizar las peticiones de los clientes con el objetivo de priorizar la venta de productos disponibles en la tienda
GESTIÓN ADMINISTRATIVA Y SUPERVISIÓN DE PROCEDIMIENTOS INTERNOS:
- Mantenimiento y seguridad de los activos y personas en la tienda: supervisión de los trabajos realizados por los diferentes proveedores, reparaciones necesarias, y envío de Check list mensual a la Dirección Financiera con esta información
- Solicitud de presupuestos y órdenes de compra para servicios generales: validación y aprobación siguiendo las matrices de límites
- Gestión de las exportaciones, siguiendo el procedimiento establecido por el Grupo e informando al vendedor correspondiente del momento en que se pueda registrar la venta
- Coordinación de la información periódica y documentación con el Dpto. de RRHH
SAV:
- Registro de los servicios de reparación de la tienda en la herramienta HCare
- Seguimiento de estos servicios y proporcionar la información necesaria al cliente
- Ser la persona referente en la tienda para la coordinación de estos asuntos con el SAV del Grupo
SUPERVISIÓN DE LOS PROCESOS DE CAJA:
Supervisión de los siguientes procesos llevados a cabo en la/s Caja/s de la tienda:
- Cierre de caja: control de efectivos/tarjetas conforme al procedimiento interno. Comunicación de incidencias en ticket Z
- Control de límites de efectivo establecidos por ley
- Verificación de posibles discrepancias con la información recibida de la empresa de gestión de efectivo
- Correcta emisión de facturas a clientes, comprobando que todos los datos fiscales están completados correctamente
- Registro en Caja de las exportaciones
GESTIÓN DEL EQUIPO A CARGO:
- Transmisión de la estrategia del área al equipo
- Definición y supervisión de cumplimiento de los estándares de calidad del servicio
- Desarrollo y evaluación del equipo
- Experiência previa en posiciones administrativas/operacionales, preferentemente en el sector de Retail
- Alta capacidad de organización y de anticipación. Autonomía en el desempeño de las funciones
- Gran orientación de servicio al cliente y fuerte capacidad de comunicación
- Dominio de herramientas informáticas
- Habilidad de trabajo en equipo
- Idiomas: español (bilingüe), catalán e inglés (nível requerido B2). Valorable nível fluido de francés.
- “Hermès Ibérica manifiesta su compromiso con la igualdad de género y de oportunidades a todos los níveles y para todas las personas trabajadoras”._
A propos du groupe Hermès
Hermès Ibérica
- Type de contrat:
CDI
- Pays:
Espagne
- Ville:
BARCELONA
- Travail:
Développement Vente & Support Retail
- Expérience:
Minimum 3 ans
- Société:
Hermès Iberica
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