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Job description / Role
Objectives:
• Ensure customer satisfaction by resolving customer concerns.
• Working closely with the After Sales Service Supervisor, the position requires good understanding of customer relationship and ensures that customer satisfaction rating is maintained at the highest standard consistently.
Main Responsibilities:
• Support Local Distribution Manager for achievement of KPI’s through motivating staff and operational effectiveness
• Effectively use Axapta software as a back office system for planning and handling deliveries, payments, customer relations and stocking
• Customer complaints are actioned within 48 hours and refunds are handled as per company policy. This will include follow up calls and corrective actions to address opportunities identified. Know the fabrics, textiles, woods and materials of furniture sold in the store
• Liaise with customers via telephone or in person in a professional manner, be prepared to communicate and resolve customer grievance by taking a logical approach
• Show urgency in addressing all customer complaints by listening to the problem and working towards finding a positive solution
• Conduct pre delivery and follow up calls after delivery has been completed to ensure customer satisfaction
• Demonstrate professionalism and empathetic service attitude in dealing with customer complaint
• Maintain an up to date knowledge of products, especially with regards to handling and care of the products, in addition to any special Features and Benefits (F.A.B’s).
• Help customers with any queries they may have surrounding the brand or products, style, size, and availability of items
• Maintain impeccable personal presentation and communication skills
• Ensure a fair balance of decisions is taken in consultation with the After Sales Service Supervisor
• Ensure the Team understands all policies, procedures and processes pertaining to After Sales Service and Delivery and Assembly
• Be knowledgeable of the local area to manage and monitor the effective scheduling of grouped deliveries based on geographical locality to maximize Delivery and Assembly productivity
• Maintain after-sales contact with customers to build relationships and drive repeat customers through advertising after sales service
• Schedule deliveries based on location and volume
• Resolve all customer queries in a positive manner. To maintain a healthy client base, guide all queries to relevant departments where required
• Ensure the master sheet for delivery timetables is regularly updated to reflect accurate and timely delivery timeframes
• Conduct a detailed handover of daily tasks, which consists of completed issues, actions to be taken or pending solutions between other After Sales Service Coordinators
• Consistently maintain lead time as per the KPI. Look at ways to improve lead time in the business
• Be aware of product assembly timeframes to ensure consistent utilization of accurate estimation of delivery schedules
• Build effective working relationships with co-workers by treating them with respect and encouraging positive team environment to reach successful outcomes
• Adhere to the safety rules, working in a safe way and look after the safety of employees, colleagues and customers
• Solve critical concerns raised by customers to ensure complete customer satisfaction and communicating these with staff if required to avoid repetition
• Action Quality Control with Warehouse Stock Coordinators e.g. discoloration that may not be caused from natural product material
• Ensure all checklists and records are followed and updated as per timelines to allow accurate up to date information
• Redirect any issues or queries that do not fit in the incumbent’s remit to the After Sales Supervisor
Requirements
• University Qualifications: High School Diploma or equivalent
• Nature and length of previous experience: 2-3 years experience in a similar role within Furniture Retail Industry
Specialist Knowledge:
• Brand/Market awareness
• Communication (Verbal, Written)
• Computer Literacy (Axapta) and Microsoft excel
• Decision Making and Judgment
• Problem Solving
• Product Knowledge
Soft Skills and Personality Traits:
• Accuracy
• Attention to detail
• Flexibility
• Independence
• Pro-activity
• Process Excellence
• Productivity
• Teamwork
• Time Management
About the Company
Al Mana is one of the largest and most diversified groups in the region, operating over 55 companies in 8 countries and employing over 3500 personnel. Industries that we operate in include automotive distribution and services, real estate and investments, retail and luxury fashion, F&B, engineering, technology, media and entertainment. The group covers most areas of retail including luxury goods, beauty, fashion, home interiors, watches and jewellery. Operating over 300 outlets, Al Mana represents some of the largest and most successful brands in the world.