Marshall Group is the audio, tech, and design powerhouse uniting musicians and music lovers through genre-breaking innovation. Our flagship brand, Marshall, is uniquely positioned with over 60 years of rock ‘n’ roll attitude on stage, at home, and on the go. Our iconic products are brought to life by a dedicated team of 800 passionate employees and sold in over 90 markets worldwide.

Right now, we need to strengthen our Customer service - China team with a 2B Customer Service manager who will focus on Daily Operation of Service Networks and 2B Customer Service Support and Management.

Roles & Responsibilities:

1. Service Network Establishment

• 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.

2. Service Network Process and Standard Development

• 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.

3. Daily Operation of Service Networks

• 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.

4. 2B Customer Service Support and Management

• 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.

5. Optimization of Customer Complaint Handling System

• Categorize and grade customer complaints, special cases, and government-related complaints for hierarchical processing, ensuring efficient response and resolution.

6. Other Tasks Assigned by the Company

You probably have the following experiences & skills:

1. Educational Background

• 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.

2. Core Competencies

• 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.

Our pledge:

We thrive to foster an inclusive workplace and we do not discriminate on the basis of race, religion, disability, colour, national origin, gender, sexual orientation, age or marital status. We firmly believe that Marshall thrives when our employees do, leading to better experiences for our consumers.

We encourage applications from all over the world. To enable transitioning from another country for a role at Marshall, we offer re-location support. This support is tailored for each role but always includes visa/work permit application, local authority registration, and home finding service. Don't hesitate to reach out if you have any questions.

Does this sound like you?

We look forward to reviewing your application!