Customer Service / After-Sales

13 years experience

Responsibilities:

• • Management of a team of 20 technical-salesmen.

  • Analysis of product and its life cycle.

  • KANO customer analysis

  • Estimation of customer business potential

  • Definition of the most suitable coverage channels based on customer potential.

  • Visits planning.

  • Marketing campaings.

  • Integration of the after-sales process with product sales, spare parts supply, warehouse management and technical support.

  • KPIs dashboard for penetration and customer loyalty.

Achievements:

• • CAL (Customer Acceptance Level): Increase due to greater effectiveness of sales opportunities according to customer potential. Functional implementation of Siebel CRM system and visit planning criteria.

  • Commercial Solutions: Increase loyalty level through maintenance and comprehensive service contracts (€ 300k of net benefits in the 1st year). Review of labor price in different types of services provided to the customer (€ 1M of net profits in the 1st year).

  • Customer service response / delivery Time: Segmentation by type of customer and urgency level (€ 600k of net benefits in the 1st year). Functional development of call center scrpts to get customer needs into CRM (€ 250k of net benefits in the 1st year).

  • Availability: Reduction of unplanned downtime of customer equipment, increasing its production (€ 500k of net profits in the 1st year). Functional development of GPS / GSM and Android implementation for machines remote control.

  • Returns: Reduction of parts returns in the store channel (€ 600k of net profits in the 1st year).

  • Costs: Reduction of operational, maintenance and commercial administration costs in rental machine (€ 750k net profit in the 1st year).