Customer Journey Service Supervisor

About the job Customer Journey Service Supervisor

KEY RESPONSIBILITIES:

1. Create GWM After Sales standard process with the following mindset: "customer satisfaction through a lean and smart process"
2. Implement GWM After Sales process at all dealers
3. Create sustainability procedures to maintain a high level of After Sales operations and customer satisfaction (self-evaluation, periodical audits and reports, etc.)
4. Create online and face-to-face training for dealers, and train them periodically according to their needs
5. Implement digital solutions in all After Sales standard processes (customer booking, customer reception, repair order and checklist opening, service planning and control, service execution, car delivery, and customer satisfaction survey)
6. Create the workflow to ensure LGPD compliance
7. Spread and consolidate a "Continuous Improvement" mindset among dealers so GWM customers may have the best experience in After Sales operations in the market

REQUIRED KNOWLEDGE AND SKILLS:

1. Good communication and proactive attitude
2. Negotiation experience with dealers, suppliers, BOD, and dealers association
3. Strong analytical and problem resolution skills
4. Knowledge of After Sales operations (dealers operation, dealers process, planning, customer care, logistics, pricing, marketing, technical, warranty, publication, commercial, training, etc.)