The Warranty and Repairs Manager is responsible for the efficient provision of returns, warranty and repairs service to customers and to ensure that customers’ expectations are consistently met through efficient and effective service.POSITION SPECIFICATION
MAJOR ACCOUNTABILITIES & MEASUREMENT
Key Results Areas Key Performance Indicators
Manage Repairs
• Manage the repairs done by the repair team
• Order the correct parts to expedite repairs
• Ensure the proper maintenance of repair tools
• Report daily on inventory requirements
• Order parts from Italy
• Consolidate all parts orders placed by staff and submit reports on a weekly basis
• Repairs completed and company standards are met.
• All parts that need to be ordered for repairs are placed with the Customer Service Manager weekly
• Ensure correct parts are ordered as required to complete outstanding repairs
• Close management of back order reports and ETA of all spare parts

• Customer Queries
• Solve customer queries to create a good impression and generate a positive reputation for The Company
• Manage escalated customer service issues
• Management of the social networks i.e. Hello Peter
• Management of head office helpline
• Compile a customer service survey to determine service levels

• Customer are provided with accurate & relevant information
• Feedback from customer indicates customer satisfaction
• Customers are kept regularly informed of progress
• Manage the output of the surveys and provide feedback to line manager and make recommendations to improve service levels
• Manage Staff
• Motivate and lead staff
• Making team decisions to ensure effective and efficient workflow specifically for call centre
• Conduct weekly1-1 meetings
• Conduct monthly meetings
• Monthly meetings with Customer Service Manager
• Maintain and update monthly staff attendance register
• Manage the achievements of customer service by assisting in dealing with difficult customers
• Monitor staff performance
• Manage and record Individual Development
• Manage escalated queries
• Conduct mid-year performance reviews and measure against IDP
• Manage performance of staff and identify development needs
• Liaise with human resources for advise on
HR related matters

• Manager performance of staff and identify development needs
• Conduct mid-year performance reviews and measure against IDP
• Manage performance of staff and identify development needs
• Liaise with Customer Service Manager for appropriate training for staff
• Individual Development Plan (IDP) for team members negotiated and recorded annually
• Mid-year IDP reviews conducted and the results submitted to Customer Service Manager
• Continuous development of staff using a variety of training methods
• Motivate team to ensure they meet performance standards
Inventory Control
• Manage the cycle counts and distribute to staff
• Manage inventory for the department ensuring that all documents are completed
• Liaise with Inventory Controller on inventory counts and inventory
Returns
• Manage returns, ensuring turnaround times are met
• Manage and deal with escalated return queries
• Ensure returns are expedited to the warehouse in the correct manner
Reporting
• Ensure returns staff are populating the returns report which is located on the share drive
• Recording of daily sales on the DSR
• Populate monthly summary based on the daily sales
• Weekly analysis of productivity output aligned to KPI of workflow for department
• Dashboard analysis for call centre
• Provide month end warranty and returns report
• Submit monthly log book for the company vehicle to Customer Service Manager
• Ensure job summary report is kept up to date and saved on the share drive
• What is the call status
• Maintain driver’s logbook and keep on record
5 Communication
• Bi-weekly conference calls with Italy
• Relationship building with Brand Managers
• To analyse warranty and repairs workflow and productivity
• Better understanding of Brand requirements
PERSON SPECIFICATION
Formal qualification required:
Essential: Matric Certificate and Diploma in Optical Dispensing

Experience required:
Essential: Good technical knowledge of eyewear
Preferred: Experience in managing a team
Experience repairing major eyewear brands, such as Oakley and Ray Ban
Knowledge & skills required:
• PC Literate with intermediate knowledge of Excel and Outlook
• Knowledge of The Company’s rules and processes
• Strong customer service skills
• Communication skills
• Problem solving
• Leadership skills
• Time management
• Conflict management
• People management
Core behavioural competencies
• The Company characteristics – passion, imagination, entrepreneurship, speed, simplicity
• Self motivated and able to motivate others
• Professional
• Target driven
• Takes initiative
• Adaptable and flexible
• Optimistic and resilient
• Assertive
• Develops others
• Results focussed
What will be satisfying in this role?
• Meeting and exceeding customer’s expectations
• Developing and growing the potential of team members
• Being a part of a vibrant, rapidly growing global company
• Satisfied customers and agents who express their thanks for outstanding service