COMPANY PROFILE:
WHO WE ARE LOOKING FOR:
The Customer Care Market Manager will be required to actively collaborate with the Brands, Technical Support, Parts, Quality and many other CNH Industrial functions to develop, man-age and support Customer service solutions, with the purpose of building healthy and lasting relations by matching the Customer needs and expectations.
Customer Care main objectives are:
- Manage relationships with local teams, dealer network and customers and provide them with the necessary support.
- Promoting Customer oriented rationale within all areas of activity leveraging gath-ered information to deliver outstanding Customer services.
- Providing Customers with a simple access to CNH Industrial and its Brands through multiple contact channels.
- Providing expertise in managing customer initiatives by giving directions and guide-lines to improve effectiveness of post sales services.
- Monitor and analyze Customer satisfaction and collect Customer feedback.
- Key players within Customer Care are: Customers, Dealer network, Service and prod-uct support teams and Brand representatives.
- The Role has a high interaction not only with the previously mentioned actors but al-so with the rest of the Customer Care team, central competence centre and third par-ty suppliers, such as the main call centre, executing the different services offered.
- The role has its peak-season during the summer months.
YOUR KEY RESPONSIBILITIES:
The Customer Care Market Manager is responsible for:
- Implementing and managing Customer Relation services (Information and Com-plaints), ensuring that:
- Customers concerns and complaints are properly handled and resolved.
- Ensuring a proper escalation and de-escalation process for customer concerns and requests.
- Information requests are properly handled by the market focal points.
- Relevant and updated information is available for the call centre to be able to answer customers' requests.
- Coordination of Uptime services.
- Coordination & execution of the Break Down Assistance service related activi-ties by actively supporting personnel from parts, product support and brands.
- Supporting of pre-season and season activities on a local level.
- Putting in place actions plans to improve process.
- Coordination and local support for NPS and red alert management.
YOUR KEY COMPETENCES AND QUALIFICATIONS:
- Practical experience in project management in a business related environment.
- Process mapping
- Problem solving
- Good in trouble shooting and strong analytical skills.
- Well-motivated, well organised and able to work under pressure managing multiple priorities
- Running multiple priorities and tasks / projects concurrently by set-out timelines
- Strong passion for driving business performance through process innovation.
- Should be able to work on own initiative and also as part of a team
- Business process reengineering
- Customer focused with experience in Customer Services, delivering and improving so-lutions and their delivery to Customer
- Excellent communication & interpersonal skills - both verbal & written which enable to deal with all parties in a professional manner.
- Excellent presentation skills
- Capable of paying particular attention to detail
- Languages: Italian, Spanish (Mother tongue level), English (mandatory), any other Eu-ropean language will be highly appreciated.
- Available for some travelling in the related market and international level.