Head of Customer Service (m/f/d)

For our client, a well-known & highly innovative e-bike engine manufacturer that is used by the world's leading bicycle brands, we are looking for a Head of Customer Service (m/f/d). Position is located in the beautiful North of Spain.


Purpose of the job:

Responsible for building up and organizing a team integrating a Help Desk, Technical Experts and Field Representatives, in all regions (DACH/GAS, Benelux, Italy, USA) to ensure eBike OEMs customer satisfaction in a systematic way through handling all topics related to field claims and technical support from bike dealers and end customers.


Main Accountabilities:

  • Create dealer and end customer satisfaction/engagement

  • Establish the team, ensuring that the Help Desk, Technical Experts and Field Representatives are fully coordinated

  • Create and stablish new processes related to Dealers – End Customer – Help Desk

  • Help Desk establishing (in-sourcing)

  • Manage Ticketing Systems and KPIs establishing

  • Develop and deploy a Dealer engagement program

  • Ensure the Dealer Training. Documentations / Videos.

  • Solve technical issues on dealer level

  • Report the voice from the Market / Benchmark / Competitors / Customers

  • Feedback to Product Management for the voice of the market

  • Regular exchange with regional manager managers

  • Feedback to R&D to improve the product quality

  • Stay informed on the latest industry techniques and methods.

  • Creation of concepts for the improvement of products and services

  • Create effective customer service procedures, policies, and standards, for ensuring a quality service model excellence.

  • Train and mentor the customer service team to ensure answers in line with the company's brand image

  • Develop loyalty programs and create customer satisfaction goals.

  • Develop a “Premium Dealer Partnership” program to provide easy access to local service points brand-neutral for all customers (important for all DTC brands)

  • Supervise day-to-day operations in the customer service department and coordinate of the teams on each region

  • Maintain accurate records and document of all customer service activities and discussions.

  • Assess service statistics and prepare detailed reports on your findings.

  • Escalate critical trends directly with R&D and actively support the implementation and roll out of corrective actions.

  • Monitor the service partners in all respective regions

  • Set up new service partners in dependance of market needs and new business development

  • Management of customer care centers in each region in close alignment with the sales team.

  • Organization of customer hotlines

  • Complaints management and proper deliver to internal teams


What you bring in:

  • BSc degree in Business Administration, industrial engineering or relevant field

  • Experience in customer service both B2C and B2B

  • Proficiency in Microsoft Office

  • Team player

  • Strong communication skills & High Intercultural Competence

  • Good negotiation skills

  • Highly able to work under pressure

  • Excellent self-organization skills

  • Strategic Mindset as well as Hand-On Mentality

  • Fluent in English, German and Spanish are a Plus

  • High (e) Bike Affinity & Technical Understanding


Benefits:

  • Highly attractive position in an innovative company with lots of support & career possibilities

  • A stimulating work environment with enthusiastic colleagues, responsibility, and independence

  • attractive salary package

  • Assistance with relocation

  • And much more!


Have we aroused your interest? Then send us your comprehensive application to daniel@bicitalent.com stating your earliest possible starting date and your salary expectations.




Ausgewählte Jobs

#sendyourcv

Senden Sie uns gerne Ihren Lebenslauf, auch wenn Sie in unseren aktuellen Angeboten keine passende Stelle finden! Damit wir Sie besser kennenlernen, fügen Sie bitte den Link zu einer kurzen Videoeinführung hinzu.

Wir helfen dir gerne dabei, deinen Traumjob in der Fahrradbranche zu finden!