Job Ref: 213615858

Date: 2021-04-26 09:32:44

Apply Now

Customer Service Manager
Hours – 37.5
Location – Milton Keynes
Salary £34,000 -£37,000

We are delighted to be supporting a fantastic organisation based in Milton Keynes, with the recruitment for a Customer Services Manager.

This role plays a pivotal part in their organisation, you will be responsible for providing supervisory support for issues concerning the Customer, the Customer Service Team and general order processing requirements. Ensuring a successful, efficient, and professional service that meets all the needs of internal and external customers. Responsible for making decisions on all major customer service activities around accountability.

You will be process driven, able to think from the bottom up, ensuring that processes are aligned and working collaboratively with your European Counterparts.

This role will require the individual to be confident in MS Office, and process alignment.

The main functions of the role are as follows –

Responsible for a team of four, carrying out and responsible for all things people.
Supervise, process and coordinate samples.
Ensure consistent high service delivery to the customers.
Provide customer specific reports.
SAP Key user
Supervise claims management.
Guide the team to manage complaints and to provide appropriate solutions.
Empower Customer Service Team to reach their targets.
Verify new customer entries.
Identify areas of improvement to drive process optimisation and implement cost efficient tools.
Ensure effective and good communication with the sales organisation/warehouse and keep them regularly updated on customer account development and internal processes.
Communicate with 3rd part forwarders regarding customer deliveries.
Support accurate demand planning: Sales forecasts and capacity planning.
Ensure and operate in accordance with Health & Safety regulations at all times.
Review the structure, quantity, and quality of the Customer Service to ensure optimal use of resources.
Proactively contribute to global Customer Service initiatives
Lead and manage the customer service team and set clear targets and priorities in line with the strategy.
Monitor the activity of the team.
Coach and motivate the team.
Ensure appropriate training and development initiatives.
Follow up meetings with the Customer Service team to drive personal development.
Liaise with a variety of stakeholders, from Sales and Ops, Head of Marketing, Finance, and their European partners.

The candidate

Experience of working in supply chain management, customer service management and or operation/quality management.
Ideally you will have previously worked within a multinational organisation.
You will be a strong leader of people, and innovator and motivator.
Advanced communication and negotiation skills
Strong customer focus
Ability to stay calm when under pressure.
Strong conceptual thinking with strong analytical skills
Ability to drive and optimise processes.
Natural problem solver with the ability to respond positively and drive change.
Knowledge of SAP would be an advantage but not essential.
Experience of Change management

Apply Now