Customer Journey Service Supervisor

KEY RESPONSIBILITIES:

Create GWM After Sales standard process with the following mind set: "customer satisfaction through a lean and smart process"

Implement GWM After Sales process at all dealers

Create sustainability procedures to keep a high level at After Sales operations and customer satisfaction (self-evaluation, periodical audits and reports, etc)

Create online and face to face training for dealers, material and train them periodically according to their needs

Implement digital solutions at all After Sales standard process (customer booking, customer reception, repair order and check list opening, service planning and control, service execution, car delivery and customers satisfaction survey)

Integrate customers research ("pesquisa de caixa", post service interview, customer satisfaction interview)

Create the workflow to secure LGPD compliance

Spread and consolidate "Continuous Improvement" mind set among dealers so GWM customers may have the best experience at After Sales operations in the market

REQUIRED KNOWLEDGE AND SKILLS:

Good communication and proactivity position

Negotiation experience with dealers, suppliers, BOD and dealers association

Deeply analysis & problem resolution oriented

Engineer or Administration degree

Knowledge of After Sales entire operation (dealers operation, dealers process, planning, customer care, logistics, pricing, marketing, technical, warranty, publication, commercial, training, etc.)

Experience at dealer process development/application

English (intermediate)