Customer Service Manager

업무 설명서

1.Planning:

· Define market targets for workshops and the spare parts business, draw up a corresponding annual plan.

· Compile and maintain a resource plan for the workshop and warehouse and develop concepts and measures for load optimization.

· Ensure planning for facilities, bays, machines, tools, diagnosis installations, ETC. is carried out correctly, and optimal design of workplaces and processes.

· Prepare planning and calculations for investments in workshops, facilities, and HR.

· Develop concepts for increasing benefits for the customer, turnover, and profitability.

· Plan workshop capacity.

· Plan technical and product training.

2. Marketing:

· Review regular prices for workshop services.

· Implement and monitor After-sales marketing activities.

· Monitor the regional/local market with respect to new competitors.

· Carry out analyses of the competition/benchmarking in Services.

3. Human Resources management:

· Responsible for HR requirements and recruiting/exit of workshop staff.

· Manage, coach, and motivate employees.

· Assess employees, set up development plans, and give feedback.

· Ensure yearly training plan.

· Appraise employees and determine variable salary/bonus.

4. Business Management and Controlling:

· Monitor and optimize vehicle turnover, labor sales, part sales, and cost operation.

· Monitor and optimize productivity, performance, and efficiency of employees/workshop.

· Analyze the attractiveness/profitability of key customers and customer groups/types of business.

· Determine the extent of utilization of own market potential.

· Plan and control customer loyalty activities.

· Plan and control customer surveys and other measures to monitor customer satisfaction.

5. Operative Management:

· Ensure smooth workshop operation.

· Guarantee correctness and professionalism of customer services.

· Ensure professional customer complaint management.

· Ensure all operative management tasks of workshop managers are in place.

· Select external service providers (e.g. paint work/body shell) according to guidelines and conclude the corresponding contracts.

· Utilize customer services contacts to actively provide sales advice and ensure support of sales staff in technical questions.

· Monitor the efficiency of processes in the workshop.

· Ensure correct job time planning and task allocation for workshop

· Organize the acquisition of workshop equipment and expendable materials.

· Monitor compliance with health, safety, and legal regulations.

· Ensure quality/final control of the repaired vehicles.

· Ensure service and invoicing regarding spare parts are carried out according to MB guidelines.

· Cooperate with the spare parts management.

· Monitor inventory documentation and control inventory optimization

6. Quality Management:

· Ensure processes are defined, followed, and optimized regarding services and quality according to MB standards.

· Ensure measures for effective labor protection are taken, coordinate these measures, and control compliance with safety regulations.

· Organize and ensure the correctness of auditing/quality management certification.

· Ensure deadlines are met and documentation is available for maintenance jobs on facilities, machines, ETC.

7. Information Management:

· Ensure the service literature, product brochures as well as process documentation, and the required software is up-to-date, complete, and available

· Ensure information from MB is followed up, archived, and made available to others.

. Monitor reports in the media on the Mercedes-Benz brand and competitors’ products.