Customer Service Account Manager at Philips

Job description

In this role, you have the opportunity to

Responsible for maximizing Customer Services order intake and sales in the assigned district covering both new equipment customers and the installed base.

You are responsible for

• Responsible for the overall Customer Services (CS) sales business and all CS quotations within the assigned district (Point of sales quotations are responsibility of Account Managers KAM, US, PM&CC and IS)
• Promotes and executes the sales of CS products together with district sales teams in accordance with the CS sales strategy
• Establish and maintain effective Customer / Distributor relations in cooperation with the district management and district sales teams
• Responsible for sales support activities such as: exhibitions, conferences, customer visits and meetings
• Responsible for registration and reporting of sales activities using sales tools in accordance with reporting requirements
• Provide input and feedback on sales strategy and planning to district and regional management
• Supports the Account Manager in case of point of sale deals
• Responsible for maintaining and increasing CS service contracts for Installed Base
• Promote and execute the sales of out of warranty contracts
• Promote and execute the sales of higher level CS contracts (e.g. silver to gold)
• Promote and execute renewal of CS contracts
• Responsible for reporting customer feedback according to applicable quality standard policy and follow up relevant assigned quality & regulatory training in a timely manner

Key measures

• Responsible for reporting customer feedback according to applicable quality standard policy and follow up relevant assigned quality & regulatory training in a timely manner
• Order intake, price realization and sales
• Customer Satisfaction (NPS)
• Forecast accuracy and CRM won / loss information
• Socket retention rate & Installed base development
• Customer Services Contracts
• Warranty Conversion
• Contract Penetration
• On time completion

To succeed in this role, you should have the following skills and experience

• Degree level education or equivalent
• Minimum experience, 5 years within a Customer Service environment
• People management experience
• Experience in Customer Services Fluent in English, verbal and written in addition to local language