Role Overview
Panasonic Customer Service Europe is responsible for the delivery of aftersales support for all consumer products sold across Europe. The group consists of frontline customer care, technical and warranty, central governance, and commercial operations teams. This role sits within the warranty group and is responsible for ensuring the warranty claims are managed within contractual agreements, to a high standard with great customer service.
How you will become part of the bigger picture..
As part of our team, you will:
1. Processing and control of warranty claims, booking & payments and correspondence in relation to reported warranty claims. Dealing with product exchange requests including authorisation and preparation of credit notes or delivery of new goods.
2. Processing of credit and insurance claims via SAP.
3. Stock disposal arrangement (write off), collecting scrapping protocols from Authorised Service Centres (ASC’s), WEEE disposals & transfer of refurbished products.
4. Contact with Dealers and ASC's for credit and return process. Liaison with logistics companies for collection/delivery of product. First line support for our Horizon system
5. Contractors Costs and Stock control. SAP Model master / Customer master setup and maintenance
6. Creation and optimisation of the SAP warranty checks. Extended check of warranty invoices to look for fraud avoidance random check of purchase receipts). Daily credit limit management
7. Preparing various reports for KPI’s, statistics and compliance
What you will bring to the picture..
8. Good understanding of market service/warranty/consumer protection regulations and requirements.
9. Demonstrate a high attention to detail
10. Good liaison and negotiation skills
11. Proficiency in all major MS software
12. Customer focused to building and maintaining positive relationships
13. Good communication skills, both verbal and written
14. Self-motivated with a positive attitude
15. Strong time management skills
What would give you the edge.
16. Knowledge of customer service IT systems
17. Administration experience using SAP/Horizon or similar
18. Able to work both alone and as part of a team
19. Excellent organisational skills and the ability to plan and prioritise
20. Using your own initiative
21. Ability to work under pressure and to tight deadlines
22. Continuously learning and developing with the ability to adapt to changes promptly and effectively
23. Diverse and inclusive mindset
What We Offer You
Salary range – £ – k (Depending on Experience)
Annual Bonus
Hybrid / Remote working – with the expectation to work from the office a minimum of 2 days a week
Benefits
days holiday plus bank holidays (rising to days on completion of 3 years of service)
Contributory Pension Scheme
Life assurance 4x salary
Income Protection
Private Medical Scheme
Employee Assistance Programme
Other voluntary benefits such as dental insurance, partner life assurance
Staff discount on Panasonic products
2 Paid volunteer days
Training
Wellbeing Programme
Free on-site parking
Discounted restaurant food
What does our big picture look like?
Every moment of every day, people all over the world turn to Panasonic to make their lives simpler, more enjoyable, more productive and more secure. Since our founding over a century ago, we’ve been committed to improving peoples’ lives and making the world a better place, one customer, one business, one innovative leap at a time.
We believe in strong collaboration and team spirit to develop Panasonic’s competitive edge even further. Panasonic is an energetic, creative and proactive organisation consistently aiming to exceed its customers’ expectations. In an ever-changing world, we continue our efforts to align with our Seven Principles to make life simpler, safer, healthier, more enjoyable, and more sustainable. ‘Live Your Best’.
Please find more information about Panasonic as an employer.
+DIVERSITY, EQUITY AND INCLUSION
In keeping with our principle of Fairness and Honesty, Panasonic’s ambition is to continue to become a more inclusive company, which attracts the best applicants who will be considered for employment regardless of difference and demonstrates our commitment to celebrate and promote diversity.
Panasonic is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, sex, sexual orientation, gender identity, and disability, or any other characteristics.
We offer reasonable adjustments for anyone who may require these.
Please note you must ensure you have the right to work in the relevant country, no form of sponsorship can be supported.