Were Hiring
Aftersales Manager
EDGE Innovate is continuing to grow, and were looking for an experienced and driven
Aftersales Manager to join our team. This is a fantastic opportunity for a motivated leader who is passionate about delivering exceptional customer experiences and driving continuous improvement.
As our Aftersales Manager, you will lead, develop, and manage a customer focused and profitable After Sales Department. You will inspire your team to consistently deliver outstanding service to every EDGE Innovate customer and ensure our aftersales function operates efficiently, effectively, and to the highest standards.
What We Offer-
Pay
- Competitive salary
- KPI Bonus Opportunities
Working hours and flexibility
- Flexitime: Flexible start and finish times on a weekly basis
Health and Wellbeing Healthshield Cash Plan
Reimbursement for a range of health treatments and services, including:
- Dental (checkups, braces, whitening & more)
- Optical (eye tests, prescription glasses, etc.)
- Physiotherapy treatments
- GP Anytime services
- 24/7 counselling support
And many more additional perks!
To lead, develop, and manage a customer focused, profitable After Sales Department that consistently delivers exceptional experiences for every EDGE Innovate customer. This role acts as a key ambassador for the EDGE Innovate brand, identifying and maximising business opportunities to strengthen and grow the organisation. It involves driving innovation and proactively developing new sales approaches that support the companys continued growth and long-term expansion plans.
Key Responsibilities
To ensure that all EDGEs customers experiences are met, striving to surpass this level at all opportunities.
To identify and maximise commercial opportunities where possible in line with agreed departmental targets and financial objectives.
To provide excellent customer service including managing the quick turn-around of incoming queries/calls, technical queries.
To develop the customer relationship management style within EDGE, always putting the customers needs at the fore, in particular in relation to after sales support, spare parts queries, shipping and transport, assistance with technical knowledge where possible.
To work closely with the General Manager and other departments regarding sales, marketing and stores, in line with day to day operational business needs, seeking and delivering focused solutions.
To lead and manage the after sales function, motivating and supporting the personal development of the team, holding them to account, ensuring delivering of agreed targets.
To lead, develop and manage plans, policies and procedures and practices within the department in conjunction with organisational priorities with particular reference to robust complaints policy and procedure.
To proactively manage the warranty procedure. To demonstrate a full understanding of parts and warranty processes within the Dealer network. To follow up and represent the Aftersales Department in meetings around quality, presenting and giving input where required.
Plan and control customer loyalty activities, customer surveys and other measures for monitoring customer satisfaction in conjunction with the marketing department.
Carry out analyses of the competition and benchmarking, making recommendations for action.
Develop measures for generating customer feedback and presenting to the Senior Team and relevant department as necessary to feed into the agenda of increasing customer satisfaction.
Develop a succinct monthly, quarterly and annual reporting matrix which outlines the performance of the department and the team members against agreed targets.
Participate in relevant internal and external meeting as required to ensure effective communication of information and to give input business improvement initiative.
Develop and manage a proactive approach to networking as well as building and managing an up to date dealer/customer database.
Build a strong working relationship with the shipping companies to ensure best price agreements and coordinating and organising deliveries/logistics in most efficient way possible.
Manage the full process for the transportation of spare parts, ensuring follow up and resolution of any issues that arise to ensure resolution in line with customer needs.
Liaise and partner with the following departments as required: Marketing, Finance, Design and Production teams.
Demonstrate flexibility to liaise and assist with calls from global dealer network out of hours/weekends as required.
Represent the company at dealer meetings and with potential new dealers, ensuring a professional approach, preparation and eagerness to sell the company to new dealers.
Represent the company at relevant exhibitions and trade shows for the purpose of providing sales assistance and technical product expertise.
Assist when machines are leaving the factory, ensuring any spare parts orders etc are present with machine liaising with the relevant department to seek resolution in a timely manner.
To streamline the current processes within the Aftersales department to improve the functioning of the team
Any other duties within reason as required by the business.
This is not an exhaustive list and may be subject to change depending on the needs of the business.
Skills
Aftersales Managing a team Communication Organisation Planning
Benefits
Flexitime KPI Bonus Competative Salary Healthcash Plan Free Parking Refer a Friend Birthday recognition
