Head of Customer Service

4 months ago

Auckland City, New Zealand Samsung Electronics Full time

Position Summary

Role and Responsibilities
- Plan, develop, organise and control all service related activities, including Customer Service (Call Centre & Escalation Teams), Spare Parts, Service
- Network Management, Technical Support for both B2C and B2B channels, as required by RHQ & HQ.
- Responsibility for Service Cost Centre, including Spare Parts P&L (once separated from SEAU)
- Develop new, cost effective service strategies in line with Product value, customer and market expectations.
- Manage subordinates and resources to ensure delivery of annual strategy & operational plans.
- Maintain high level of communication with the Managers & Directors of each business unit to ensure relevant product support.
- Provide appropriate service and support solutions to assist with meeting sales targets.
- Monitor Product quality and develop or report on solutions required.
- Ensure all GPPM documentation related to Service is monitored, adhered to & kept up to date
- Prepare performance reports as required by the business (HQ, RHQ and local) in relation to service activities.
- Ensure the appropriate level of technical support is in place to manage & support the service network.
- Overall responsibility for managing quality testing of new products to ensure suitability for local conditions.
- Overall responsibility for managing quality testing & assessment reports of new product to ensure timely release of product into the market.
- Ensure appropriate spare parts stock availability for products sold in New Zealand.
- Support the SVC centres, Contact centre to achieve prescribed KPI’s.
- Ensure effective processes are in place to manage all operational activities within the service environment.
- Supervise and develop a campaign and service marketing plan to enhance brand awareness
- Responsibility for Samsung New Zealand’s day to day customer services administration operation and performance; encompassing all areas of the Service business unit
- Oversee and ensure the timely and efficient provision of products and services, and ensure effective processes are in place to manage all day to day operational activities within the service environment
- Ensure the appropriate level of technical support and solutions are in place to manage the quality of new products and to provide support to the service network encompassing product reworks and ASC network management
- Assistance with 3rd Party supplier relationships, contract negotiation and reporting on quality and any issues relating to contractual obligations using performance measurements to assess, recommend, manage and measure services to optimum efficiency and cost levels.
- Regular reporting to management to measure the performance of the customer administration services function.
- Recommendation & implementation of solutions as required by assessing cause and effect issues as they relate to customer complaints and product quality in a timely manner.
- Establish and manage KPI’s against Technical Support, Service Administration, Service Quality and Delivery, Warranty Claims and Spare Parts.
- Develop and implement service related enhancements for Customer Service, including Spare Parts and Technical Support for both B2C and B2B channels as directed.
- Responsibility for Service Cost Centre, including Spare Parts P&L.
- Continuous review, development and implementation of new, and cost effective service strategies in line with product value, customer and market expectations & Samsung policy guidelines with a focus on continuous improvement.
- Provide leadership, planning, development and execution of resources to ensure delivery of annual strategy and operational plans in New Zealand to ensure the most effective utilisation of Samsung’s Services to achieve business goals.
- Proactive leadership and development of the people capability within the services team to optimise the overall service function by achieving co-ordination of day to day operations through sub-ordinate managers.
- Prepare performance reports as required by the business (HQ, RHQ and local) in relation to service activities and proactive approach to improvement and innovation to gain buy in from key stakeholders.
- Lead process improvement and innovation as this relates to changes or enhancements to Samsung’s processes and systems and provide training and coaching to employees.
- Ensure compliance and adherence at all times with Company policies, and procedures and approval processes relating to services, and ensure GPPM documentation related to Service is kept up to date.
- Perform additional tasks as and when requested or required by the Company and as instructed by your Manager or delegate.

Skills and Qualifications
- Degree qualified in Business management or similar with a focus on operations & strategic management
- Minimum 5 -10 years’ experience in similar role
- A proven track record in process improvement
- Intellectually curious
- High energy and proactive at taking and

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