Job Ref: 212565788

Date: 2020-10-08 19:10:52

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Customer Service Manager, Marlow: The successful candidate will manage the Technical Support team, provide technical support for escalated issues, support quality investigations, and manage key reporting areas.

Client Details

Customer Service Manager (B2B), Marlow: The company, A world leader in innovation, distribution and marketing of consumer goods, is looking for Client Support / After sales Specialist with a technical product background or engineering experience.

The successful candidate will manage the Customer Service team , provide technical support for escalated issues, support quality investigations, and manage key reporting areas.

Description

Customer Service Manager (B2B), Marlow:

Please note it is 100% essential that you have B2C Customer Service Experience and that you have a technical background. This background could be a qualification, experience in a previous role or something similar.

You will sit between the customer, the independent engineering team that complete repairs and the European HQ where product recalls or redesigns take place. You need to be technical and be able to visually inspect products and take a view on the best route to resolve a customer query/complaint. However, you are not actually in the engineering team, you are in a head office using the telephone and email to deal with B2C queries/warranty issues.

Manage the Customer Support team supporting all queries, telephone calls and emails to ensure the team delivers a high standard of customer service to ensure high customer satisfaction
All areas of B2B Customer Service im a very fast paced sector
Actively manage team development by identifying individual training requirements and maintain high performance through coaching and performance management
Ensure the team administer the warranty & goodwill policy in the best interests of the company and the customer
Set KPIs to monitor team performance
Perform Quality & Warranty audits of service agents who deal with product faults and issues on our behalf
Monitor service agents to ensure the network is appropriately trained to make warranty repairs and report service output
Ensure adherence to brand service guidelines
Support Quality investigations, including gathering of information and follow up of customer cases
Support the warehouse re-working process by partnering with our Germany engineering dept when there are product issues
Management of key reporting areas e.g. warranty & goodwill cost, quality analysis, time to repair etc.
Provide management reporting content in a timely manner as required by the Service Manager

Profile

Customer Service Manager (B2B), Marlow:

You will have clear B2C experience on your CV
Background in Engineering, Electronic/FMCG products or Sales & Distribution
Previous Experience in Customer Service/Client Relations and Logistics
Understand of technical specifications and problem solving
Excellent telephone manner
Strong IT skills

Job Offer

£45,000 to £50,000 (max) plus excellent package, dependant upon experience

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