Service & Customer Relationship Manager (Pureit)

Job description

Feel proud of what you do and make a real impact. Join Unilever.

Watch this video . #UniquelyUnilever

RESPONSIBILITIES:

· Manages the service network through licensed service providers (LSPs) and the call center to achieve service efficiency and customer satisfaction KPI's
· Develops and implements service standards, protocols and processes for the call center, LSP and sales team
· Builds capabilities of LSP's to meet their KPI's, and ensures compliance to service standards & protocols
· Develops training program for technicians and supervisors
· Ensures availability of spares and consumables at LSPs, and manages back-end supply chain
· Manages service budget and ensures effective cost control
· Works with Finance & Global CRM team to ensure profitability & sustainability of LSPs
· Works with Global CRM team to roll-out key initiatives

EXPERIENCE:

· 3-5 years experience in after-sales service & customer relationship management (CRM) in a consumer durables/appliance/consumer electronics company
· Experience in managing and supervising a service team
· Experience in using CRM software such as Netsuite & Salesforce
· Willing to travel around the country