Job Description

We're Hiring

Aftersales Manager

EDGE Innovate is continuing to grow, and we're looking for an experienced and driven

Aftersales Manager

to join our team. This is a fantastic opportunity for a motivated leader who is passionate about delivering exceptional customer experiences and driving continuous improvement.
As our Aftersales Manager, you will lead, develop, and manage a customer focused and profitable After Sales Department. You will inspire your team to consistently deliver outstanding service to every EDGE Innovate customer and ensure our aftersales function operates efficiently, effectively, and to the highest standards.

What we offer-

Pay

Competitive salary KPI Bonus Opportunities

Working hours and flexibility

Flexitime: Flexible start and finish times on a weekly basis

Health and Wellbeing - Healthshield Cash Plan

Reimbursement for a range of health treatments and services, including:

Dental (checkups, braces, whitening & more) Optical (eye tests, prescription glasses, etc.) Physiotherapy treatments GP Anytime services 24/7 counselling support
And many more additional perks!

To lead, develop, and manage a customer focused, profitable After Sales Department that consistently delivers exceptional experiences for every EDGE Innovate customer. This role acts as a key ambassador for the EDGE Innovate brand, identifying and maximising business opportunities to strengthen and grow the organisation. It involves driving innovation and proactively developing new sales approaches that support the company's continued growth and long-term expansion plans.

Key Responsibilities:

oTo ensure that all EDGE's customer's experiences are met, striving to surpass this level at all opportunities.

oTo identify and maximise commercial opportunities where possible in line with agreed departmental targets and financial objectives.

oTo provide excellent customer service including managing the quick turn-around of incoming queries/calls, technical queries.

oTo develop the customer relationship management style within EDGE, always putting the customer's needs at the fore, in particular in relation to after sales support, spare parts queries, shipping and transport, assistance with technical knowledge where possible.

oTo work closely with the General Manager and other departments regarding sales, marketing and stores, in line with day to day operational business needs, seeking and delivering focused solutions.

oTo lead and manage the after sales function, motivating and supporting the personal development of the team, holding them to account, ensuring delivering of agreed targets.

oTo lead, develop and manage plans, policies and procedures and practices within the department in conjunction with organisational priorities with particular reference to robust complaints policy and procedure.

To proactively manage the warranty procedure. To demonstrate a full understanding of parts and warranty processes within the Dealer network. To follow up and represent the Aftersales Department in meetings around quality, presenting and giving input where required.

oPlan and control customer loyalty activities, customer surveys and other measures for monitoring customer satisfaction in conjunction with the marketing department.

oCarry out analyses of the competition and benchmarking, making recommendations for action.

oDevelop measures for generating customer feedback and presenting to the Senior Team and relevant department as necessary to feed into the agenda of increasing customer satisfaction.

oDevelop a succinct monthly, quarterly and annual reporting matrix which outlines the performance of the department and the team members against agreed targets.

oParticipate in relevant internal and external meeting as required to ensure effective communication of information and to give input business improvement initiative.

oDevelop and manage a proactive approach to networking as well as building and managing an up to date dealer/customer database.

oBuild a strong working relationship with the shipping companies to ensure best price agreements and coordinating and organising deliveries/logistics in most efficient way possible.

oManage the full process for the transportation of spare parts, ensuring follow up and resolution of any issues that arise - to ensure resolution in line with customer needs.

oLiaise and partner with the following departments as required: Marketing, Finance, Design and Production teams.

oDemonstrate flexibility to liaise and assist with calls from global dealer network out of hours/weekends as required.

oRepresent the company at dealer meetings and with potential new dealers, ensuring a professional approach, preparation and eagerness to 'sell the company' to new dealers.

oRepresent the company at relevant exhibitions and trade shows for the purpose of providing sales assistance and technical product expertise.

oAssist when machines are leaving the factory, ensuring any spare parts orders etc are present with machine - liaising with the relevant department to seek resolution in a timely manner.

oTo streamline the current processes within the Aftersales department to improve the functioning of the team

oAny other duties within reason as required by the business.

This is not an exhaustive list and may be subject to change depending on the needs of the business.

Job Type: Full-time

Benefits:

Cycle to work scheme Flexitime Free parking On-site parking Referral programme
Work Location: In person