Post-Sales Process Optimization Expert
hace 20 horas
We strive to provide unparalleled customer satisfaction through our comprehensive after-sales services. Our goal is to build long-lasting relationships with our customers based on trust, quality, and reliability.
Job DescriptionWe are seeking an experienced Post-Sales Process Optimization Expert to join our Service & Warranty team. This individual will be responsible for managing and analyzing service data to drive business growth and improve customer satisfaction.
Main Responsibilities:
- Optimize post-sales processes to improve customer satisfaction and loyalty.
- Develop and implement effective strategies to manage and analyze service data.
- Forecast spare parts demand and identify trends through historical consumption data analysis.
- Process spare parts requests, evaluate quotations, and track order fulfillment to meet customer needs.
- Coordinate logistics for spare parts distribution across multiple countries to ensure timely delivery.
- Monitor failure rates by category, region, and country to detect potential issues and implement corrective actions.
- Report and process factory claims for product failures and defects to resolve customer concerns.
- Manage reimbursement requests for RMA cases and product issues to minimize losses.
- Ensure up-to-date tracking of ongoing service cases and product catalogs to maintain accuracy and completeness.
- Develop automated reports using BI tools for real-time insights to inform business decisions.
To excel in this role, you will require:
- Bachelor's degree in Business Administration, Industrial Engineering, Mechanical Engineering, or related fields.
- Minimum 3 years of experience as an analyst, supervisor, or technical lead, preferably in the home appliance industry.
- Strong knowledge of SAP, Power BI, and Google Analytics.
- High attention to detail and ability to work with large datasets.
- Excellent problem-solving and decision-making skills.
- Advanced Excel and data visualization skills.
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