Customer Care Manager

Electrolux Professional

Help make our customers happy today and their experiences better tomorrow. As part of the Electrolux Professional team, one day is never the same as the next. But what drives us every day is our mission to make our customers’ work-life easier, more profitable – and truly sustainable. Becoming the OnE trusted partner, managing their complete operations. Understanding their daily journey – and making it a winning one - whether they run a hotel, restaurant, laundry or café. Acting truly sustainable means going beyond products; connecting users with intelligence, humans with technology and innovative thinkers with relevant business models. Together with you, we will grow and create sustainable experiences for people and the world around us, in food, beverage and laundry. Electrolux Professional – we are The OnE.

A REGULAR DAY AT WORK / MAIN RESPONSIBILITIES

The Commercial Organization is responsible for management of the Sales Channels and Service Networks. The Customer Care Manager will have the responsibility to co-ordinate and follow-up After Market activities for Professional Foodservice, Beverage and Laundry products in the assigned Sales Region, at the same time boosting the sales values to be gained from the Customer Care Business. The role reports into the Country Manager Turkey and will lead a team of XX resources.

KEY OPERATIONAL RESPONSIBILITIES

• Sales turnover and EBIT within own responsible area.
• Delivering the budget results once approved.
• Analyzing and reporting on results.
• Coming up with action plans and executing them to correct underperformance.
• Leading and motivating direct local team, including performance review, recruitment, education and development according to Electrolux guidelines.
• Ensure deliveries of targeted service sales level KPIs.
• Work environment responsibility according to delegation.
• Develop the business in Customer care to the next level.

• Back Office, managing Service and Spare Parts, Personnel responsibility / routines and structure.
• Ensure the highest level of customer satisfaction.
• Be a team resource for internal employees, including sales department and marketing.
• Contribute and facilitate the sale of services and products in the Essential After Sales program.
• Technical communication with our factories and international service organization.
• High competence for people and business; good technical product knowledge; functions, specifications, installation, service etc.
• Manage and develop Partner/service network footprint; responsible for technical training and support of Partner network.
• Conditions / structural cooperation (document flow / reporting routines) Partner network.
• Management of internal IT solutions adapted to the purposes.
• Approval of warranty reports.
• Responsible for Warranty / complaint issues; keep costs down within realistic limits.
• Carry out monthly settlement in EPR Service for main partners.
• Technical and digital (IoT) collaboration with Service Partner / District Manager.
• Product information and specifications / technical translations; proofreading and quality assurance.
• Be a professional colleague and team player, conducting business ethically, responsibly and in accordance with Electrolux Professional guidelines.
• Organize the installation and after sales services of project sales in the country and abroad; supervision of services, visits to customers and authorized service partners.
• Coordination, control and supervision of compliance with company standards between the sales team, authorized service partners and customer for project sales.
• Develop activities to increase customer satisfaction for after sales services.

Required Skills

YOU

• Excellent communication and interpersonal skills; able to transfer information and lead.
• Proven leadership capabilities; particularly a strong ability to influence and persuade others.
• Strategic mindset; able to manage complexity in a multinational and multicultural environment.
• High sense of service.
• Extremely collaborative.
• Customer focused and results driven.
• Energetic and fast-paced.
• Strong decision making skills.
• Driven by delivering both business and technical results and meeting customer expectations; able to handle demands and problems that may arise.
• Structured way of working; used to working at a high pace and in collaboration with others.
• Comfortable taking on practical tasks on your own, if required.

• Engineering in Electronic, Mechatronics or Mechanical, with focus on Electrotechnics.
• Knowledge / experience within IoT is an advantage.
• At least 3 years of relevant work experience within B2B.
• Good understanding of After Sales and/or Sales processes.
• Experienced in After Sales Management.
• Solid understanding of the problem solving and decision-making processes at customers.
• Outstanding interpersonal skills.
• High technical experience and background for at least 5 years within relevant areas.
• Fluent in spoken and written Turkish.
• Fluent in spoken and written English.
• IT Literate.
• High level of knowledge in Service sales supporting systems.