What are the responsibilities and job description for the Customer Care Manager position at Gardena?
Gardena, a division of the Husqvarna Group and Orbit Irrigation’s parent company, is looking for a full-time After Sales Manager to expand the prestigious Gardena Brand into North America. Why should you come work at Gardena? Because we are helping passionate gardeners Realize Their Gardening Dreams by developing and manufacturing innovative gardening products.
- Are you ready to help passionate gardeners Realize Their Gardening Dreams?
- Are you ready to be part of the brand that is Shaping Great Experiences by creating products of premium Quality?
- Are you seeking an employer that Embraces Sustainability?
- Do you have a Passion for Innovation and want to be on a team that drives Innovation in the gardening market?
- These are Gardena’s core values and are lived by our team members each day!
A Day in the Life of the After Sales Manager
The After Sales Manager is responsible for the services, the service levels and the customer satisfaction in Gardena’s After Sales business. The After Sales Manager will implement and refine the existing service structure into a cost-covering service organization in the North America Region with its own employees and partner networks within the GARDENA Division. The After Sales Manager will develop and implement their own medium and long-term strategies, concepts and action plans for the further professionalization of our employees and service partners in the Region. They will oversee all forms of client communication services, including but not limited to Call Centers, Live Chat & Email, leveraging those services to develop a 360-degree view of the customer experience. The After Sales Manager is well versed in scaling operations, utilizing platforms, project management, and designing processes to drive phenomenal customer experiences, agent quality and efficiency, and cost reduction.
What are the requirements for this position?
- Bachelors degree in a related field of study from an accredited university or equivalent experience
- 3 years of experience in managing after sales/customer care operations
- Extensive knowledge of and experience with customer care tools and platforms as well as Microsoft Office
- Experience in project management and process improvement
- Experience in B2C / B2B / DIY
- Are you qualified for this position? If yes, apply NOW!
What are the requirements for this position?
- Sound understanding of the lawn & garden industry
We offer great benefits:
- Competitive pay (salaried), plus bonus
- A free onsite healthcare clinic
- Flexible office hours (standard M-F, 8 AM to 5 PM)
- PTO and paid holidays
- Medical, dental, and vision insurances
- Life insurance
- Long- and short-term disability insurances
- Employee discounts on Orbit and Husqvarna products
- Subsidized UTA ECO pass (Frontrunner, Trax, & buses)
- And more!
Responsibilities:
- Strategic and operational development of After Sales business and implementation of Global After Sales and Sales strategies
- Secures Parts Availability by implementing Replenishment procedures
- Communicates and collaborates with central and relevant global functions, strengthening the GARDENA brand in shared service areas.
- Conception, design and implementation of workshops and service centers
- Creates service-related sales and presentation documents
- Participation in trade shows, customer demonstrations and training
- Close cooperation with our service partners and our sales teams as well as with the Husqvarna Brand Division in shared services
- Works with key stakeholders to define, implement and train the teams on new customer service workflows
- Builds documentation and process flows for new and existing processes utilizing tools such as Visio
- Works with primary owners & administrators of all After Sales platforms and tools
- Evaluates new platforms and tools to improve the After Sales workflows to enable improvements in the speed and quality of support
- Functions as the day-to-day contact for After Sales vendors
- Analyzes support workflows and makes suggestions to improve efficiency and effectiveness
- Partners with product & R&D teams on any new platform or tool integrations. Acts as project manager all cross-functional After Sales initiatives
- Manages the design and rollout of new support channels and service offerings
- Identifies and resolves obstacles that implement the ability for the teams to deliver high levels of service
- Leads and supports After Sales service teams on platform & process changes
About Gardena
Based in Ulm, Germany, Gardena is the preferred brand for millions of home and garden owners worldwide when it comes to garden care. That is because Gardena offers a complete range of all that is required – whether it’s watering systems, pumps, lawn care, robotics, smart systems, tree and shrub care, garden tools, soil cultivation or city gardening. Today, Gardena is the leading brand for high-quality garden tools in Europe and represented in more than 80 countries all over the world. Gardena was founded in 1961 and has been a division of the Husqvarna Group since 2007. They are the parent company to Orbit Irrigation, who has enjoyed continued success for over 50 years. Our mission is to help passionate gardeners Realize Their Gardening Dreams!
Learn more at:
- https://us.gardena.com/
- https://www.orbitonline.com/
- https://www.husqvarnagroup.com/en/
Gardena is an Equal Employment Opportunity employer committed to providing equal opportunity in all employment practices. Gardena prohibits discrimination, harassment, and retaliation in employment against race; color; religion; national origin; gender; sexual orientation; pregnancy; age; disability; service member status; or any other category protected by federal, state, or local law. Gardena also participates in E-Verify. Reference checks are a prerequisite for employment. All offers are contingent on completion of a drug screening and may be contingent on completion of a criminal background check. All successful candidates must provide original documents that will establish their identity and eligibility to work in the United States as required by the Immigration Reform and Control Act.