aftersales Operations Manager6R Group of Companies & Affiliates

AFTERSALES OPERATIONS MANAGER
 
JOB SUMMARY
 
The Aftersales Operations Manager optimizes all aspects of the aftersales experience for the customer/client and maintains customer relationships to encourage future sales.
 
DUTIES AND RESPONSIBILITIES
Maintains a business development plan covering sales, revenue, and expense controls for existing products and services to support growth and sustainability of the business.
Coordinates after sales functions including deliveries, collections, and warranty claims in order to optimize customer satisfaction within budget constraints.
Ensures prompt resolution of any customer complaints about product quality.
Implements and maintains systems and processes that will effectively eliminate error, increase response time, improve communication and record outcomes in relation to all aspects of the customer experience.
Manages customer accounts to ensure tracking of all actions taken in relation to each customer.
Ensures the preparation of accurate reports to summarize outcomes in relation to collections, deliveries, and customer satisfaction metrics for the management team and makes recommendations for improvement.
Ensures that all invoicing/payment, delivery, and warranty transactions are managed in accordance with company policy, are up-to-date, accurately recorded, and reviewed regularly to identify potential issues.
Establishes and maintains contact with clients and potential clients to assess satisfaction and optimize opportunities for further sales.
Maintains a strong customer focus to improve the sales experience and ensures management of all incoming and outgoing queries to provide a positive customer experience, promote the company brand and encourage further sales.
Tracks and records outcomes in terms of customer satisfaction with the quality of the company's products and services and proactively recommend improvements where required.
Manages, develops, coaches, controls, and motivates the after-sales team to develop their skills to ensure that a high professional standard is achieved and performance targets are met.
QUALIFICATIONS
Bachelor's degree in Industrial Engineering, Mechanical Engineering, Automotive, or any related course
Applies broad-based knowledge to manage projects, account for resources, and ensure compliance with relevant legislation and standards.
Extensive experience with customer relationship management and managing and directing a customer-focused program.
At least 3-5 years of work experience in handling sales and after-sales of machinery and vehicle/heavy equipment.