Service After Sales Manager

Job Description

The 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:

• Authorised Repair Agents (ARA’s).
• End users of our product.
• In-house repairs and service.
• Warehousing of Samsonite spare parts.
  
  

This 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.

Typical Duties Include

• Maintaining a positive culture with clients.
• Provide leadership for the SAS group working closely with the Customer Care Team to deliver exceptions, customer centric outcomes.
• Provide considered feedback and input into the CRM systems developed for the handling of a growing Customer Service responsibility.
• Planning, performance, policies and procedures, morale & customer service.
• Oversee the responsible disposal of all waste generated as a by-product of repairs.
• Seek to recycle reuse or repurpose assets as needed.
• Maintain exceptional levels of safety in the Warehouse.
• Coordinate with the SAS team, physical movement of displays and stock as required.
• Maintain the physical inventory of the warehouse ensuring –
• Appropriate notation of inventory in the various systems where these reside (SAP).
• Communicate to others in the Service chain such as Customer Care; Ecommerce, Supply Chain and Finance.
• Ensure a steady and reliable provision of parts for use as sale items, internal repairs and repairs conducted by ARA’s.
• Providing a service to customers with regards to non-warranty repairs.
  

About You

• Relevant experience in warehousing, logistics, distribution, and / or transport environment (forklift license is advantageous).
• Effective people management skills.
• Strong Word and Excel skills.
• Strong leadership skills.
• Excellent time management skills.
• A positive, proactive attitude and willingness to contribute to the company's growth through continuous improvement.
  
  

This is a wonderful opportunity to work within a dynamic organisation.