2B Customer Service Manager

• 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
• 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
• 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
• 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
• Categorize and grade customer complaints, special cases, and government-related complaints for hierarchical processing, ensuring efficient response and resolution
• Other Tasks Assigned by the Company

• 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
• 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

Re-location support tailored for each role but always includes visa/work permit application, local authority registration, and home finding service