DUVAL ARNO DISTRIBUTION (DAD) is recruiting a Service and Customer Relations Manager

DUVAL ARNO DISTRIBUTION (DAD) is looking for a Service and Customer Relations Manager M/F

MISSIONS
The Service and Customer Relations Manager M/F is responsible for meeting customer expectations, receiving and managing complaints, ensuring the repair of devices and solving installation problems. He organizes the after-sales service activity and manages a team of after-sales agents.

ACTIVITIES
1- Organization of the after-sales service

• Provide customers with technical and commercial follow-up in the event of a problem during installation or breakdown
• Ensure customer satisfaction
• Organize the reception of customer calls and plan in the field the interventions of service technicians
• Arrange for items or devices to be received directly at the store
• Define the work schedule of the after-sales service workshop
• Follow up on guarantees
• Propose a satisfactory solution to the customer in the event of a dispute
• Inform the manufacturer of user complaints

• Control invoices and payments
• Follow-up: list the number of devices or items deposited each day in after-sales service, the nature of the failures detected, the average repair times,
• Manage spare parts inventory and supply
• Participate in the commercial development of the after-sales: analysis of the competition, implementation of marketing actions, customer prospecting

2- Management:

• Animate the team in charge of the reception and the realization of the after-sales contract in store
• Manage a team of service technicians
• Participate in the recruitment of service technicians and the follow-up of their career (training plan, )

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PROFILE

• Training from bac to Bac + 2, (BTS maintenance, technical-commercial, electrical engineering,).
• Have technical knowledge in electronics, electricity, computers, household appliances, video,… or in other technical fields (depending on the company)
• Have knowledge of technical English

Know-how

• Know how to organize and plan the activity of the after-sales service
• Know how to manage claims
• Know how to analyze needs and propose a satisfactory solution for the customer, according to his request
• Know how to analyze customer guarantees
• Know and know how to enforce the company’s commitments in terms of after-sales service
• Know how to monitor customer satisfaction
• Know how to supervise and animate a team of service technicians

Knowing how to be

• Analysis
• Synthesis
• Self-control
• Customer Orientation
• Teamwork / Network
• Problem solving
• Organization / Anticipation
• Results-oriented

HOW TO APPLY?

CV and cover letter to be sent only to the email address rh@groupearno.com with the subject: “AFTER-sales service and CUSTOMER RELATIONSHIP MANAGER“.

N.B: Only shortlisted candidates will be invited

Deadline for admissibility of applications: 14/12/2022

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