The role is in-charge of developing and maintaining a system to assure that all products endorsed and sold by the company meet customer specifications and achieve superior quality and reliability levels. The role mainly focuses in assuring item quality and after sales customer service management.
Essential Duties / Responsibilities:
- Manages overall customer satisfaction/expectations pertaining to accurate item ordering, handling, delivery, costs and resources.
- Ensures item delivery against QA department goals and objectives - i.e., meeting commitments and coordinating overall quality assurance schedule and resources involved.
- Establishes and maintains policy for documentation of all items sold, ordered, dispatched and/or delivered to customers.
- Reviews documentation before it is sent out to external customers.
- Implements ongoing quality improvement processes working with interdepartmental teams.
- Maintains item movement phase consistency from the time item is purchased, delivered and/or installed to customer location.
- Anticipates problems and takes corrective action to resolve and achieve commitment within the team.
- Coordinates the after sales work of items delivered and/or installed (product line).
- Ensures that item deliveries and/or installations meet quality requirements of the customer.
- Maintains customers' files/contacts and follows-up with them after item delivery and/or installation.
- Deals with and manages customer requests, concerns, and issues especially if they are beyond company scope of policies.
- Coordinates with the After Sales Team as needed - technicians, designers, laborers, etc...
- Ensures that all documentations/item details are correct and maintained for the department's use/reference.
- Minimum 1 years of related experience.
- Bilingual - Excellent spoken/written English and Arabic.
- Analysis and Decision Making Ability.
- Customer Service Focus, attention to details.
College level to Bachelor Degree preferably in Retail Management / Business Management.
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