MAHLE Smartbike Systems - Lead of Customer Service

04_Professionals (technical)
BU4 Electronics & Mechatronics

The Customer Service Lead will be responsible for building up and organizing the Service Team around all the Regions, to ensure eBike customer satisfaction in a systematic way through handling all topics related to field claims and technical support from bike dealers and end customers.

 

Your Role & Responsibilities

  • Structure, processes & methods to Create customer engagement.
  • Stablish a Unique First Class Customer Service:
    • 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 MAHLE 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

 

Your Skills & Strengths

 

  • BSc degree in Business Administration, industrial engineering or relevant field
  • English C1
  • Other languages is a Plus
  • German would be a plus
  • Experience in customer service both B2C and B2B
  • Team player
  • Strong communication skills
  • Good negotiation skills
  • Highly able to work under pressure
  • Excellent self-organization skills

 

 

   Do you have any questions?
     
   ALEJANDRA.GUERRA@MAHLE.COM  
   +34 983 44 10 99 

 

ES

 

 

Facts about the job

Benefits: 
Entry level:  Management
Functional area:  Service / Aftermarket
Location: 

Palencia, ES

Company:  MAHLE SmartBike System

Closing date for applications
Don't waste any time, apply while the position is online.

 

 

Your future at MAHLE

As a team player and someone who thinks ahead, you can deploy all your skills with us. In cooperation with colleagues from different countries and areas, you contribute in designing the mobility of the future. When selecting MAHLE, you choose trend-setting technologies and strategies. Are you interested in working with us and developing efficient and environmentally-friendly solutions, optimising existing products, and turning innovative ideas into reality? Then MAHLE is the right address for you.

Shape the future with us.

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