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            2B Customer Service Manager
            
            
            
            
            
            
            
            
            18-25k·13薪
        
    
        
    
        
    
            
            深圳-福田區(qū)
            
            
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                    avator
                
    
                
    
                    
    
                        朱女士
                        
                        11小時(shí)前在線
                        
                        已認(rèn)證
                        
                        
                        
                    
    
                    
    
                        人力資源管理計(jì)劃
                        
                             · 馬歇爾電子(深圳)有限公司
                            
                        
                        
                        
                    
    
                    
    
                        
                    
    
                
    
                聊一聊
                
                
    
                    
                    
                
    
            
    
        
        
        
    
            
    
                
    職位介紹
    
                
    一、核心職責(zé)
1.	服務(wù)網(wǎng)絡(luò)的搭建
o	統(tǒng)籌全國(guó)售后維修和服務(wù)網(wǎng)點(diǎn)的規(guī)劃和布局
o	評(píng)估和引入符合條件的服務(wù)提供商
o	結(jié)合行業(yè)水平設(shè)立相關(guān)KPI指標(biāo)
2.	服務(wù)網(wǎng)點(diǎn)流程和標(biāo)準(zhǔn)制定
o	梳理從客戶咨詢、送修、返還各節(jié)點(diǎn)并建立流程
o	對(duì)各節(jié)點(diǎn)應(yīng)該交付的標(biāo)準(zhǔn)進(jìn)行定義，并建立相關(guān)的監(jiān)督機(jī)制
o	對(duì)以上流程和標(biāo)準(zhǔn)設(shè)立定期培訓(xùn)機(jī)制，確保網(wǎng)點(diǎn)對(duì)流程和標(biāo)準(zhǔn)的理解
3.	服務(wù)網(wǎng)點(diǎn)的日常運(yùn)營(yíng)
o	服務(wù)網(wǎng)點(diǎn)排產(chǎn)管理和工單的時(shí)效性管理，保證服務(wù)的及時(shí)性
o	成品和備件的庫(kù)存周轉(zhuǎn)管理，防止形成呆滯產(chǎn)品和備件。
o	優(yōu)化服務(wù)流程和標(biāo)準(zhǔn)，使得流程和標(biāo)準(zhǔn)與實(shí)際相符。
o	改善系統(tǒng)及工具，確保系統(tǒng)和工具處于行業(yè)頭部水平
4.	面向B端客戶的服務(wù)支持和管理
o	面向經(jīng)銷(xiāo)商和大客戶提供品牌服務(wù)標(biāo)準(zhǔn)和流程
o	對(duì)經(jīng)銷(xiāo)商的服務(wù)質(zhì)量進(jìn)行定期評(píng)估和培訓(xùn)，督促經(jīng)銷(xiāo)商完成相關(guān)服務(wù)改進(jìn)。
o	面向經(jīng)銷(xiāo)商和大客戶提供退換修、產(chǎn)品技術(shù)支持在內(nèi)的服務(wù)內(nèi)容，保證品牌服務(wù)的一致性。
o	向經(jīng)銷(xiāo)商提供其他服務(wù)，保證經(jīng)銷(xiāo)商的正常運(yùn)營(yíng)。
5.	客戶投訴處理體系的優(yōu)化：
分類(lèi)整理客訴事件、特殊案例及政府相關(guān)投訴，分級(jí)處理，保證問(wèn)題高效響應(yīng)與解決。
6.	公司安排的其他事宜

二、任職要求
1.	專業(yè)背景
o	本科及以上學(xué)歷，通信/電子/計(jì)算機(jī)相關(guān)專業(yè)優(yōu)先
o	3年以上消費(fèi)電子或樂(lè)器設(shè)備售后網(wǎng)點(diǎn)管理經(jīng)驗(yàn)，有電吉他音箱相關(guān)經(jīng)驗(yàn)優(yōu)先。
2.	核心能力
o	精通售后維修服務(wù)全流程管理（含逆向物流、備件周轉(zhuǎn)、維修流程管理）
o	熟練使用RMS售后管理系統(tǒng)及數(shù)據(jù)分析工具，有系統(tǒng)（含RMS，CRM，商城，OMS等）開(kāi)發(fā)過(guò)程中的項(xiàng)目管理或測(cè)試經(jīng)驗(yàn)者優(yōu)先。
o	熟悉產(chǎn)品維修流程和消費(fèi)電子設(shè)備的基本原理。
o	具備跨部門(mén)協(xié)作經(jīng)驗(yàn)（需與產(chǎn)品、供應(yīng)鏈、市場(chǎng)部門(mén)深度配合）
o	英文可以作為工作語(yǔ)言

Core Responsibilities
1. Service Network Establishment
?	Plan and optimize the layout of after-sales service and repair networks nationwide.
?	Evaluate and onboard qualified service providers.
?	Establish relevant KPI indicators based on industry benchmarks.
2. Service Network Process and Standard Development
?	Streamline processes across customer inquiry, device submission, repair, and return stages.
?	Define delivery standards for each process node and establish a corresponding supervision mechanism.
?	Implement regular training programs for service networks to ensure understanding and compliance with processes and standards.
3. Daily Operation of Service Networks
?	Manage service network production scheduling and work order timeliness to guarantee timely service delivery.
?	Oversee inventory turnover of finished products and spare parts to prevent stagnant inventory.
?	Optimize service processes and standards to align with actual operational needs.
?	Improve systems and tools to maintain industry-leading performance.
4. 2B Customer Service Support and Management
?	Provide brand service standards and processes to distributors and large customers.
?	Conduct regular evaluations and training for distributors’ service quality,  and urge them to complete service improvements.
?	Offer services including return, repair, and technical support to distributors and large customers to ensure brand service consistency.
?	Provide additional services to distributors to support their normal operations.
5. Optimization of Customer Complaint Handling System
?	Categorize and grade customer complaints, special cases, and government-related complaints for hierarchical processing, ensuring efficient response and resolution.
6. Other Tasks Assigned by the Company

II. Job Requirements
1. Educational Background
?	Bachelor’s degree or above, with a preferred major in Communication/Electronics/Computer Science.
?	At least 3 years of experience in after-sales network management for consumer electronics or musical instrument equipment, with priority given to those with experience in electric guitar speaker.
2. Core Competencies
?	Proficient in full-process management of after-sales (including reverse logistics, spare parts turnover, and repair process management).
?	Skilled in using RMS (Repair & Maintenance System) and data analysis tools; priority given to those with project management or testing experience in system development (including RMS, CRM, e-commerce platforms, OMS, etc.).
?	Familiar with product repair processes and basic principles of consumer electronic devices.
?	Experience in cross-departmental collaboration (requiring in-depth coordination with Product, Supply Chain, and Marketing departments).
?	English can be used as a working language.
 
    
            
    
            
                
    
                    
    其他信息
    
                    
    語(yǔ)言要求：英語(yǔ)、普通話
    
                    
    行業(yè)要求：家電,智能硬件/消費(fèi)電子
    
                    
                
    
            
        
    
        
        
    
            
    公司簡(jiǎn)介
    
            
    
                
    Marshall Group is the audio, tech and design powerhouse uniting musicians and music lovers through genre-breaking audio innovation. We are home to Marshall, Natal Drums, Urbanears, and adidas headphones.

For over sixty years, we’ve amplified the sound of the world’s most talented artists. We’ve brought their music to crowds and solo listeners everywhere. We give sound a design that resonates with ears and eyes, as well as at a deeper cultural level. No matter the scene or music genre, we aim to excite, intrigue and surprise.

Bridging iconic rock ‘n’ roll heritage with cutting-edge innovation and culture-driven brand-building, our group activities span professional music equipment, consumer electronics, live events, a record label, and more.

We empower around 800 highly talented people across 8 global locations. Our products are sold in over 90 markets worldwide, totaling a combined annual turnover of USD 360 million.

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        更新時(shí)間：2026-01-09
    
    


    
    
    
    
    




    
    



    










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