Service After Sales Manager

1 month ago

Mulgrave, Australia Samsonite Full time

T

he purpose of this role is to oversee the operations of the Service After Sales (SAS) team. This team provide repairs for Samsonite customers; warehousing and distribution of spare parts. The manager of this area will be expected to oversee this work and work closely with our network of Repair Agents cross Australia as well as liaise with counterparts from other countries. It is a hands-on role and the incumbent will be expected to play an active part in providing exceptional service in multiple areas including working with: A
- uthorised Repair Agents (ARA’s). E
- nd users of our product. I
- n-house repairs and service. W
- arehousing of Samsonite spare parts. T

his role is a management role and the SAS manager will be expected to liaise with other managers of the business to provide business solutions. Some overseas travel may be required as Samsonite is a Global business with regional coordination of SAS a high priority. T

**ypical Duties Include: M**
- aintaining a positive culture with clients. P
- rovide leadership for the SAS group working closely with the Customer Care Team to deliver exceptions, customer centric outcomes. P
- rovide considered feedback and input into the CRM systems developed for the handling of a growing Customer Service responsibility. P
- lanning, performance, policies and procedures, morale & customer service. O
- versee the responsible disposal of all waste generated as a by-product of repairs. S
- eek to recycle reuse or repurpose assets as needed. M
- aintain exceptional levels of safety in the Warehouse. C
- oordinate with the SAS team, physical movement of displays and stock as required. M
- aintain the physical inventory of the warehouse ensuring - A
- ppropriate notation of inventory in the various systems where these reside (SAP). C
- ommunicate to others in the Service chain such as Customer Care; Ecommerce, Supply Chain and Finance. E
- nsure a steady and reliable provision of parts for use as sale items, internal repairs and repairs conducted by ARA’s. P
- roviding a service to customers with regards to non-warranty repairs. A

**bout You: R**
- elevant experience in warehousing, logistics, distribution, and / or transport environment (forklift license is advantageous). E
- ffective people management skills. S
- trong Word and Excel skills. S
- trong leadership skills. E
- xcellent time management skills. A
- positive, proactive attitude and willingness to contribute to the company's growth through continuous improvement. T

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