The Consumer Care Operations in Consumer Care function is critical to achieving Philips objectives around best in class after sales experience.
This role will be responsible in leading the operations in service network touch points across district and as well provide support for Consumer Care touch points as Call Center and Social Care.
Key Areas of Responsibility:
Vendor Management - coordinate service network activities across market, contributing to the improvement of performance of Authorized Service Network.
Strategic objectives & Quality management and monitoring
Contributes to strategic plans; prepare and complete action plans
Forecast requirements; budget, targets & analyze variances; initiates corrective actions
Lead the entire process of operational communication with CSP, including regular be-monthly matching of vendor’s invoices and internal Philips IT tools. Full technical/operational support of all the connected processes.
Lead the entire process of returns and exchange products via internal Philips tools and directly via commercial partners for the market. Full technical/operational support of all the connected processes.
Support pre- sales and after-sales activities, based on legal requirements
Assure that the company policy is accordingly with domestic and European provisions and regulations as well as consumer legal rights;
Trade customer relationships:
Coordinate service and claim handling-related area of trade customer relationships in alignment with Sales and Consumer Care teams
Prepare and implement consumer care regional and local projects and activities (e.g. Commercial Policy Service catalogue, Front End Filtering etc)
Integrate voice of customer (VOC project) across product, marketing and consumer care activities
Identify the improvement and development opportunities
Qualifications and skills:
Minimum of 3 years of documented record of experience with background in customer care / operations area (vendor management, customer service operations), preferably in multi-country environment and with budget responsibility
Microsoft office – Excel (advanced) and Power Point is a must
Project Management practical knowledge and skills
Aware of privacy rules/Customer care legal implications
Experience in process documentation/ Service design/ process designer is a plus
SAP is a plus
IT background/strong skills
Consumer focused approach
Good listening and communication skills
Attention to details - very good analytical skills
Determination to see a project through/ decision making
Ability to multi-task and execute tasks within a deadline oriented environment
Flexible in order to adapt to changing needs and balance multiple
Problem-solving & conflict management skills
Works with deadlines and budget
A team player – strongly collaborative within all levels of the business
Why should you join Philips?
Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on improving 3 billion lives a year by delivering innovative solutions across the health continuum at https://www.philips.com/b-dam/corporate/corporateblog/2016/PhilipsChronicDisease_5.jpg . Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways. Learn more by watching this video at https://youtu.be/ocnMFp1JBuM .
To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page at https://www.careers.philips.com/professional/global/en/workingatphilips on our career website, where you can read stories from our employee blog at https://www.careers.philips.com/global/en/blog-unexpected . Once there,you can also learn about our recruitment process at https://www.careers.philips.com/global/en/recruitmentprocess , or find answers to some of the frequently asked questions at https://www.careers.philips.com/global/en/faq .