Commercial Service Manager - Full time, Permanent

Recruiter
Dixons Carphone
Location
Stevenage
Salary
£30,000 + performance related bonus + company benefits
Posted
09 Aug 2017
Expires
16 Aug 2017
The Role Commercial Service Manager - Full time, Permanent This role is based in Stevenage but will involve travel to Hong Kong and parts of Europe as well as regular visit to our Head Office in Acton £30,000pa with p erformance related bonus About the job Ensure we maintain product quality by continuous improvement and reduction in returns rates across all categories Responsible for maintaining and ensuring that all our products have £provisions (UBC’s) attached to them in order to pay for service and returns costs and helping to ensure that costs are kept under control Have an authoritative voice on Returns and Service and would become an expert in this field and working closely with key teams to providing support Ensure colleagues can quickly, confidently and knowledgeably support customers, and would ensure our customers get an industry leading service experience by managing the repair routes, returns reasons and non-compliant returns Responsibilities Supporting, maintaining, developing and building relationships with our Service Partners Manage invoices, dealing with the rejections, conclude any escalated customer issues Identify poor performing products to improve quality and drive down returns Identify brands to benchmark products against Managing the New Product set up across Domestic Appliance category Manage and correct any products that are set up on our mainframe systems and that all parties have the relevant information Liaise with Sourcing and Technical Teams in Hong Kong and in the UK and Commercial teams in the UK Produce reports for internal colleagues as well as monthly quality and returns reporting directly to our suppliers in the Far East and in Europe Manage the Product Testing Kitchen appliances, run trials, quality assessments, out of box experiences, Instruction Book operations Essential Skills and Knowledge Experience working within a commercial environment Good working knowledge of MS Office, Business Objects and internal systems Good analytical skills Strong communication and collaboration skills – ability to convince others of course of action. Good planning, organisational and time management skills Self-starter with initiative, drive and tenacity Project management capabilities A clear communicator at all levels Commercial sensitivity, understands the impact of the role in terms of effects on customer service, un-forecasted costs, profits and reputation of the business Team player capable of independent working Desirable Skills and Knowledge Good understanding of our products Understanding of Dixons Carphone returns and repair process Dixons Carphone is Europe’s number one electrical and telecommunications retailer and Services Company, with more than 40,000 colleagues across nine countries, including the UK and Ireland. Every day, we use our people’s expertise to reach out and help new customers. What’s more - we’re exploring extraordinary new markets, from wellness to security, so that in an ever more connected and constantly changing world, we can offer our customers the most comprehensive service. We will provide you with expert training and equip you with the tools you need to provide our customers with the great service they deserve. You will also receive the benefits of joining a FTSE 250 organisation including 10% colleague discount in Carphone Warehouse, Curry's and PC World. Main Details and Responsibilities . This job was originally posted as www.totaljobs.com/job/75458317