Customer Care Manager

Vor 2 Tagen

Munich Metropolitan Area, Deutschland TCL Electronics Europe Vollzeit

About TCL:

Founded in 1981, TCL Electronics (HKSE stock code 01070) is a leading consumer electronics company with 25,000 employees in 78 countries. The group, which specialises in LCD televisions, is the world's second largest. TCL Electronics has developed highly specialised expertise, favouring vertical integration, i.e., the manufacture of its products from A to Z. TCL's slogan, "The Creative Life", sets the tone.


Present in Europe since 2007, TCL is currently in 11 European countries, including France, the UK, Italy, etc. Our 175 employees (and counting) are involved in the development and daily life of TCL in Europe. We ensure their well-being by offering them a working environment that encourages them to take initiatives. The development of our team is of great importance to us. Our managers make sure that each one of our employees has the opportunity to take on more responsibility if they wish to do so. Well-being, listening, and equal opportunities are important to us.


We are currently looking for CUSTOMER CARE MANAGER to join our German team


Core tasks

Consumer Satisfaction

Consumer-focused to path the road to continuous Customer Satisfaction improvement in the territory (including, but not limited to, Repair TAT reduction, NPS improvements …)

Sales Team Support

In direct contact with Sales Team in charge of the Territory. Regular meeting (with minute of meetings) to review Sales needs, field issues, follow-up on action plans for improvements and problem-solving.


Escalate to European Service Management on local situation.


Distributor After-Sales Conditions management

Negotiation of After-Sales conditions with the key distributors within the Territory. Ensure that the conditions are in line with companie’s policies and drive negotiation till the end. Perform gap analysis when necessary and drive negotiation to reduce gap. Review solutions for solving the gaps with Sales team on one side and Service Management in the other side.


Ensure that all Distributors in the Territory have the latest Service procedures and well aware about details.


Answers customers’ questions, resolves problems, and maintains customer satisfaction by providing problem-solving resources.


Repair Center (ASP) management


Manage all aspects related to repair/service centers in the territory, included, but not limited to, daily operations, coaching on procedures, support, regular phone and face-to-face meeting, penalizing failures, repairs validation, payment follow-up.


Be up-to-date on market trends, competitors’ service strategies and continuous benchmark in terms of costs and services,


Administrative reporting to check each repair till its validation.


Audits customer service procedures and trends and determines system improvements.


Manage the level of products to be stored locally for performing product exchange (SWAP) by monitoring trends, stock level and replenishment needs.


Perform Stock taking of products stored locally under ASP responsibility but TCL ownership.


Cost (PnL)


Be accountable for the territory PnL in line with company yearly targets.


Daily Operations


Manage and Monitor daily issues. Coordinate with all concerned stakeholders to fix anomalies, search for solutions and long term fix.


Maximizes customer operational performance by supervising system and monitor all the resources: Pending cases from ASP, Call Center performance, etc.


Our requirements:


Education & Experience:


BS/BA degree require

Fluent in English & German is mandatory and not negotiable.

3 years work experience

Experienced in Customer Service (preferably consumer electronics industry)

Knowledge of the Service market

Existing contacts with key Distributors in the Territory is a +.



Key Competencies:


Strategic, analytical approach toward navigating changing business conditions, problem-solving and making decisions which are both cost-driven and consumer-driven decisions

Flexible, adaptable team player with strong interpersonal skills.

Capable to work independently.

Resourcefulness to effectively navigate the internal organization to resolve issues and achieve objectives.

Organized, rigorous, detail-oriented with excellent follow-through and follow-up abilities

Effective oral & written communication and presentation skills to persuade decision makers and cross-functional.

Negotiation skills with distributors



Communications:


Ability to collaborate with remote Management and cross-functional management to achieve mutual goals, prioritize tasks, and follow up on execution.

External Communication with both Suppliers and Customers.


Location: Arnufstrasse 31, Munich


If you are interested in the position, please, share your CV in English.

  • TCL Electronics Europe | Customer Care Manager

    vor 1 Tag

    Munich, Deutschland TCL Electronics Europe Vollzeit

    About TCL:Founded in 1981, TCL Electronics (HKSE stock code 01070) is a leading consumer electronics company with 25,000 employees in 78 countries. The group, which specialises in LCD televisions, is the world's second largest. TCL Electronics has developed highly specialised expertise, favouring vertical integration, i.e., the manufacture of its products...

  • Customer Care Manager:in

    Vor 2 Tagen

    Munich, Deutschland Folkz Group Vollzeit

    Ein Umfeld, das Dich inspiriert Unser Partnerunternehmen ist ein schnell wachsendes Unternehmen der Gesundheitsbranche mit Schwerpunkt auf Direct-to-Consumer-Marken (D2C). Das Team ist bestrebt, innovative und qualitativ hochwertige Gesundheits- und Wellness-Lösungen anzubieten, die den Menschen helfen, ein gesünderes Leben zu führen. Das breite...

  • Customer Success Executive

    Vor 2 Tagen

    Munich Metropolitan Area, Deutschland Grafham Walbancke Vollzeit

    Grow Your Career: Become an Account ManagerExperience: PPM/SPMPackage: €60-80k base + OTEStep Up Your CareerThis is a fantastic opportunity for someone with a background in Customer Success or Support who is ready to take the next step into Account Management. If you have worked closely with customers to deliver value and are now eager to drive deeper...

  • Customer Care Specialist German

    Vor 2 Tagen

    Munich, Deutschland Mytheresa Vollzeit

    To support our Customer Care team we are searching for a Customer Care Specialist – German (f/m/d) (Munich) to be based in our Munich office. Aufgaben WHAT YOU WILL DO Build lasting customer relationships and foster brand loyalty through warm welcomes and personalized service. Respond efficiently, accurately, and promptly to customer requests (phone...

  • Customer Care Specialist

    Vor 2 Tagen

    Munich, Deutschland DAVID Systems GmbH Vollzeit

    As a member of our Customer eXperience Group, you would be servicing and supporting our customers and partners with high-quality results building on already strong relationships. You will love to make sure our customers get the most out of our software. You will provide solution-oriented advice to end users and actively work with your stakeholders (3rd...

  • Key Account Manager

    vor 1 Woche

    Munich Metropolitan Area, Deutschland Moltton Vollzeit

    For our client, an international manufacturing company, we are looking for experienced Candidate interested in long-term cooperation as Key Account Manager in the Munich area and surroundings.What you will do:Support and expand the existing customer network with a focus on the traditional market,plan and implement activities aimed at increasing sales,prepare...

  • Customer Care Specialist

    Vor 2 Tagen

    Munich, Deutschland Constares GmbH Vollzeit

    Unser Kunde ist ein führendes Pharmaunternehmen, das sich der Erforschung und Entwicklung innovativer Therapien und Medikamente in den Bereichen Virologie, Onkologie sowie entzündlicher Erkrankungen widmet.Zur Verstärkung des Customer Service Teams suchen wir motivierte und erfahrene Persönlichkeiten, die mit ihrer Expertise und ihrem Engagement eine...

  • Account Manager

    Vor 2 Tagen

    Munich, Deutschland 4screen Vollzeit

    Become a part of the 4screen team! At 4screen we are bridging the gap between drivers and their surrounding infrastructure by providing engaging in-car communication directly on the car screen. We have developed the world’s first driver interaction platform, revolutionizing the way local businesses connect, interact and engage with targeted customers in...

  • Head of Customer Care

    Vor 5 Tagen

    Munich, Deutschland CarVia Vollzeit

    DEINEMISSIONAls Fanatiker fürunsere Kundenzufriedenheit bist du die treibende Kraft hinter derWeiterentwicklung unseres Customer Care Teams. Du übernimmst dieLeitung des Teams, optimierst Prozesse und implementierst moderneLösungen wie CRM-Systeme und KI-Tools. Dabei arbeitest du eng mitden Bereichen Sales, Operations und Produktmanagement zusammen, umein...

  • Customer Success Manager

    vor 22 Stunden

    Munich, Deutschland Impala Search Vollzeit

    Customer Success ManagerLocation: MunichWe are proud to be working with an innovative client who keeps the world of machinery moving by transforming the service supply chain of machine manufacturers into a seamless data ecosystem. They are at the forefront of Industry 4.0, utilising cloud computing, IoT, and big data to build powerful enterprise SaaS...

  • Service Network Manager

    Vor 2 Tagen

    Munich Metropolitan Area, Deutschland NIO Deutschland Vollzeit

    About UsNIO's mission is to shape a joyful lifestyle by offering smart, premium electric vehicles and providing the best user experience. NIO was founded in November 2014 as a global electric vehicle company, with world-class research and development, design and manufacturing centers in Shanghai, Beijing, San Jose, Munich and 20 other locations.For our team...

  • Account Manager

    Vor 2 Tagen

    Munich Metropolitan Area, Deutschland Akeneo: The Product Experience Company Vollzeit

    Akeneo is the product experience (PX) company and global leader in Product Information Management (PIM); creating a world where every product interaction is an experience that guides consumers and professionals to the best purchase, anytime, anywhere. Akeneo empowers business leaders with software, education, and an engaged community all focused on the...

  • Head of Customer Care Premium Autovermietung

    Vor 5 Tagen

    Munich, Deutschland CarVia Vollzeit

    DEINEMISSIONAls Fanatiker fürunsere Kundenzufriedenheit bist du die treibende Kraft hinter derWeiterentwicklung unseres Customer Care Teams. Du übernimmst dieLeitung des Teams, optimierst Prozesse und implementierst moderneLösungen wie CRM-Systeme und KI-Tools. Dabei arbeitest du eng mitden Bereichen Sales, Operations und Produktmanagement zusammen, umein...

  • Manager, Network Security Customer Success Engineering

    Vor 3 Tagen

    Munich, Deutschland Palo Alto Networks Vollzeit

    Our MissionAt Palo Alto Networks® everything starts and ends with our mission:Being the cybersecurity partner of choice, protecting our digital way of life.Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for...

  • Regional Country Manager

    Vor 3 Tagen

    Munich Metropolitan Area, Deutschland HiredChina.com国际人才招聘网 Vollzeit

    Position: Regional Country ManagerSalary package: Negotiable, not lower than the corresponding local salary level for equivalent positionsWork Location : GermanyResponsibility:1. Responsible for the sales targets of the country where located, and lead the local team to complete the designated market share and brand development tasks;2. Develop key customers...

  • Customer Service Operations Specialist DACH

    Vor 2 Tagen

    Munich Metropolitan Area, Deutschland Hays Vollzeit

    Unser Mandant: Unser Mandant ist ein dynamisches und innovatives Unternehmen, das sich auf erstklassigen Kundenservice und nachhaltige Betriebsabläufe spezialisiert hat. Zur Verstärkung des Customer Service Teams suchen wir einen engagierten und erfahrenen Customer Service Operations Specialist (m/w/d), der bei der Erreichung der Leistungsziele und der...

  • (Junior) Customer Care Specialist *Perfekt für Quereinsteiger*

    Vor 2 Tagen

    Munich, Deutschland Crewmeister Vollzeit

    München | vollzeit Was machen wir bei Crewmeister? 🧡 Wir sind Crewmeister - Ein Team aus mehr als 60 dynamischen Menschen, die nicht nur Spaß an der Arbeit haben, sondern auch über 14.000 Kunden dabei unterstützen, die Zettelwirtschaft in ihren Büros zu digitalisieren. Wir sind in den letzten Jahren rasant gewachsen und haben auch in Zukunft noch...

  • Key Account Manager

    Vor 2 Tagen

    Munich Metropolitan Area, Deutschland Discover International Vollzeit

    Discover International are retained by a global leader in the contract development and manufacturing (CDMO) industry is looking for a Business Manager / Sales & Client Manager. Our client specializes in manufacturing pharmaceutical and healthcare products aimed at improving health and well-being.What are your tasks?Represent the interests of clients while...

  • Palo Alto Networks | Manager, Network Security Customer Success Engineering

    vor 1 Tag

    Munich, Deutschland Palo Alto Networks Vollzeit

    Our MissionAt Palo Alto Networks everything starts and ends with our mission:Being the cybersecurity partner of choice, protecting our digital way of life.Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for...

  • Customer Success Manager

    Vor 2 Tagen

    Munich, Deutschland Noerr Solutions | Digital Recruitment Vollzeit

    Customer Success Manager (m/w/d) gesucht! Unser Kunde, ein dynamisches und schnell wachsendes Saas-Unternehmen aus dem AI Bereich, sucht ab sofort Verstärkung im Customer Success Management am Standort München. Du hast Lust, die AI Software-Plattform des Unternehmens auf das nächste Level zu heben und dabei die bestmögliche Customer-Experience zu...