Customer Care Area Manager Austria

vor 3 Monaten

Wien, Österreich De'Longhi Group Vollzeit

**About the Position**:
The Customer Care Area Manager plays a critical role in overseeing and managing the customer service operations within a specific geographic area or territory, focusing on Austria in this instance. This position is responsible for ensuring high-quality customer service delivery, and managing both the technical and commercial relationships with the Service Centers (SCs) in the assigned area.

**Your tasks include**:

- Manage relationships between Service Providers (SPs) and customers in the area;
- Ensure Service Centers (SCs) adhere to Company guidelines and regulations, maintaining quality standards for customer support;
- Structure and monitor SC network for comprehensive territorial coverage;
- Foster SPs' product knowledge through company tools like DLS online website;
- Drive sales of spare parts and accessories from De’Longhi Service (DLS) catalog, and promote Sales to achieve the assigned budget;
- Monitor warranty budget accuracy, including repairs, replacements, and spare parts consumption;
- Conduct regular visits to SPs and retailers to facilitate information exchange;
- Collaborate with DLS Technical Service and Quality departments to address customer concerns;
- Utilize CRM/C4C and Voice of the Customer (VoC) data to pinpoint improvement opportunities with consumer care team;
- Maintain optimal inventory levels at SPs, analyzing spare parts and accessory prices for business growth opportunities and product positioning enhancements.
- Conduct comprehensive analysis of technical issues within the Austrian (AT) market in collaboration with the German Technical Coordination Team (TeCT);
- Creation and analysis of service-relevant KPIs;
- Implement all changes and transformation initiatives within the AT market, aligning them with German standards and ensuring relevance for business partners, service partners, and systems.
- Technical studies and/or a Bachelor's degree in management;
- Demonstrate empathy, an exceptional sense of interpersonal sensitivity and skillful conflict resolution skills;
- Exhibit the capability to make autonomous decisions while adhering to prescribed guidelines;
- Embrace flexibility, dynamism, and a readiness for frequent travel within Austria, as well as to Germany and Italy;
- Possess essential proficiency in both German and English;
- Embrace an open, modern, and dynamic mindset;
- Excel in managing tasks independently while also seamlessly collaborating with the German Team in a non-hierarchical and functionally fluid environment.

We are an Equal Opportunity Employer, we reject and condemn any form of discrimination including discrimination based on age, gender, sexual orientation, health, race, nationality, cultural background, political opinions and religious beliefs, and membership of associations and trade unions.

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