DUVAL ARNO DISTRIBUTION (DAD) is looking for an After-Sales and Customer Relations Manager M/F

MISSIONS
The After-Sales 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 after-sales service activity and manages a team of after-sales service agents.

ACTIVITIES
1- Organization of 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 the interventions of after-sales technicians in the field
Organize the receipt of items or devices directly at the store
Define the work schedule for the after-sales service workshop
Follow up on warranties
Propose a satisfactory solution to the customer in the event of a dispute
Inform the manufacturer of user complaints
Check invoices and payments
Follow up: list the number of devices or items dropped off each day for after-sales service, the nature breakdowns detected, average repair times, etc.
Manage spare parts stocks and supply

Participate in after-sales business development: competition analysis, implementation of marketing actions, prospecting for 2- Management
:

Lead the team in charge of reception and implementation of the after-sales contract in the store
Manage a team of after-sales service technicians
Participate in the recruitment of after-sales service technicians and in monitoring their careers (training plan, etc.)

PROFILE

Baccalaureate level training to Bac + 2, (BTS maintenance, technical sales, electrical engineering,).
Have technical knowledge in electronics, electricity, IT, 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 complaints
Know how to analyze the needs and propose a satisfactory solution for the customer, according to his request
Know how to analyze the customer guarantees
Know and know how to respect the commitments of the company in terms of after-sales service
Knowing how to monitor customer satisfaction
Knowing how to supervise and lead a team of after-sales service technicians

Interpersonal skills

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: “SAV and CUSTOMER RELATION MANAGER”.

NB: Only pre-selected candidates will be called

Deadline for admissibility of application files: 14/12/2022