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Customer Service Manager-#2430

Client Information

500-1000

Our client is leading Car manufacturing company

Job Information

Customer Service Manager

Communicative relationships

A. External communicative relationships
- Dealers/Dealer Principals/CS Managers/Authorized Service Dealers.

  • Guide and steer in all Customer Services (CS) business & workshop processes.
  • Provide product/service information and marketing campaign’s support. 
  • KPI management.

- Customers: Relationship and complaint management. (As request)
- Business partner/supplier.

B. Internal communicative relationships
- Customer Services Director: Daily operation, coordination, and reporting
- Senior Manager, CS Marketing & Sales:

  • Reporting and project assistance.
  • Efficiency and performance monitoring, action plan in CS business: Part sales, CSI, Business development (MB Oil, MB Paint, MB car care, etc)

- CS Sales & Marketing team and other departments:

  • Monitoring Workshop Processes & dealer standards.
  • Dealer’s part expectation execution.
  • Action plan for CSI, parts OTC sales.
  • Implement CS Marketing campaigns, promotions.
  • Monitoring CS products (ExW, MB Insurance, MB Maintenance package, etc)

Qualification

  • - University degree of Business Adminstration, Business Management or equivalent.
  • - Prefer have experience in the Automotive After-Sales or have an interest in the automotive industry.
  • - At minimum as Assistant Manager level.
  • - Experience in the overall business management and/or business consulting.
  • - Experience in customer relationship management and complaint handling
  • - Poses a positive, self-motivated outlook coupled with the analytical and strategic thinking.
  • - Tactful and diplomatic with ability to convince customers and suppliers and emphasis on building team spirit.
  • - High willingness to learn.
  • - Computer literacy in MS Excel, PowerPoint, Word, Outlook, Internet.
  • - Good command of English in writing and speaking.
  • - Solid communication & presentation skills
  • - Ability to provide business consultancy.
  • - Solid knowledge and have a passion on automotive vehicle.

Job description

a) Dealer visits, consulting and feedback

  • Develop, communicate and monitor dealer visit schedule according to agreed visit frequency.
  • Ensure consistent creation of dealer visit reports including improvement measures and accountability on dealer level.
  • Coordinate dealer feedback to internal stakeholders on CS topics.

b) Dealer Parts & Service Performance and Development

  • Perform operational review and consult dealer on their performance based on CS KPIs, defined targets (Parts, Oil, CS products) and workshop process
  • consulting with the objective to improve their overall Parts and Service performance.
  • Monitoring all CS business KPIs of respective dealers: Part sales, CSI, VTP, Productivity, Efficiency
  • Ensure the bilateral establishment of sustainably improvement measures. Coordinate the set-up of appropriate After-sales dealer targets.

c) Customer Satisfaction Index (CSI) and Dealer’s Data Quality control

  • Coordinate, monitor & ensure consulting of CSI field activities incl. target setting, how to improve CSI, NPS, CLI, FFV...
  • Monitor CSI results and ensure development of sustainable dealer CSI improvement action plans.
  • Coordinate with dealer CRM, Workshop admin & SA to ensure all customer and vehicle data is input fully and correctly into the DMS system.

d) Dealer Standard Monitoring

  • Ensure proper monitoring of CS-related Dealer Standards, review audit results, and advice on improvement measures.
  • Coordinate with the Network development team and other CS team on update or review of standards.
  • Observe dealer compliance with overall MBV policies and guidelines

e) Promotion, Events & Campaign supporting

  • Ensuring adequate execution of MBV After-Sales marketing campaigns by the dealers
  • Coordinating promotions, events, and campaigns in the respective region

 

General Information

Ho Chi Minh

Transportation

Manager

Business Development

Negotiation

Contact Us

Ha Doan

ha.doan@headhuntvietnam.com

0909120982

Customer Service Manager

Negotiation

Ho Chi Minh

Transportation

Business Development

Manager

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