第9篇 客户支持主管岗位职责

客户质量支持主管 cqs supervisor-hangzhou autoliv 奥托立夫(上海)管理有限公司,autoliv,奥托立夫 服务地址:

杭州:萧山区长福杭路/临江工业园区新世纪大道

慈溪:滨海六路/滨海二路

宁波:北仑经济技术开发区恒山路/北仑区春晓大道

工作职责及内容 responsibilities:

1) responsible for own cqs job requirements

1) 负责自己的客服工作要求

2) 指定地区(一个或者多个城市)客服人员团队的管理工作和职责管理

2) responsible for the management and responsibility of cqs team in one or more designated cities

3) 负责指定区域的客服日常管理工作和业绩评价

3) responsible for daily management and performance appraisal of cqss in designated areas

-检查客服人员的考勤 check on work attendance

-核查工作量,合理调节工作安排 review work load, reasonably adjust work arrangement

-定期业绩评价 regularly performance appraisal

4) 具备培训和教导驻外顾客质量支持人员的资格, 使其能胜任此职, 提升技能.

4) has qualification to train and coach other cqss and make him/her to take this job competently, increase skill as well.

5) 和客户建立和维护良好的工作关系,定期走访客户质量和物流人员,定期开展顾客满意度调查,反馈顾客声音/期望给工厂和管理层。

5) create and maintain good relationship with customer, regularly visit customer quality and logistic people, do regular customer satisfaction survey, feedback customer voice/ expectation to plant and management.

6) 每月带领其他客服人员,对市场售后三包索赔件进行初步分析,可以当场申诉的,起草申诉报告向客户申诉;需要进一步分析的,返回工厂分析。

6) monthly lead other cqss to do primary analysis for warranty parts, if it can be appealed, make the appeal report and submit to customer for appeal. if it need to do further analysis, return the parts to plant.

7) 支持新项目在客户处顺利量产的支持,如装车节点的现场参与,积极反馈信息给项目组。

7) support new project launch in customer site, like participate in customer assembly milestone, feedback the information to project team.

8) 对于客户scorecard方面的影响,支持其他cqs和客户进行协商沟通,使其影响到最小。

8) for the customer's influence on scorecard, support other cqs to negotiate and communicate with the customer to minimize the impact.

9) 协助直线经理,对流程进行改造,标准化的制订,使团队达成目标.

9) assist line manager to do improvement on cqs work flow and standard creation, make team to achieve the target.

10) 协助上级经理布置的任务。

10) support other tasks assigned by line manager

质量/环境/安全职责 duties of quality and environment & occupational health & safety:

1) 了解公司质量环境安全方针,遵守和执行公司管理体系文件规定;

1) understand company policy, compliance with company requirement;

2) 了解并遵守工作相关的法律法规;

2) understand and abide by rule during work;

3) 了解工作范围的危险源和控制方法。

3) understand the hazard resource and control method during work.

4) 了解顾客质量环境安全政策,遵守和执行顾客要求;

4) understand customer quality/ehs policy, compliance with customer requirement.

岗位需求 job requirements:

1) 机械专业或汽车专业本科以上学历。有汽车行业技术背景更佳。

1) bachelor degree or above on mechanical or automobile professional.a technical background especially in the automotive sector is a plus.

2) 3年以上汽车行业客户沟通和合作经验

2) three years automotive industry experience in customer communication and cooperation

3) 有相关质量工作经验, 熟悉ford的特殊要求

3) related to the quality of work experience, familiar with ford special requirement

4) 有问题解决的技能

4) problem solving skill

5) 知晓并能运用质量工具和统计方法

5) know and can apply quality tool and statistic method

6)良好的合作及沟通能力

6) strong skills of coordination and communication

7) 有较强的自主性和自学能力

7) self-motivated and strong self-learning capability

8) 较强的英语口语及书写能力,熟练掌握计算机操作

8) fluent in both oral and written english as well as good skills of computer application.

9) 能适应经常出差

9) willing to travel for business frequently.

10) 有良好的团队合作精神

10) teamwork spirit.