A fantastic opportunity to join a hands-on organisation within a Retail and Consumer goods environment

Main Job Tasks and Responsibilities

Responsible for the daily functions of the customer service team, improving customer service procedures, policies and standards for the department and organisation
Managing, leading and motivating a team of customer service staff, training staff to deliver a high standard of customer services
Understand all interlinked processes within Customer Services, Supply Chain, Transport, Warehouse, Data Management, Sales & Marketing and Finance
Managing customer set up, vendor compliance master data, account maintenance, telephone calls, sales orders and queries
Effectively handle complaints and highlighted customer service issues and escalate it to the right stakeholders following through to resolution
Conducting root cause analysis and provide on-going recommendations and solutions to improve professionalism and customer service procedures and policies
Manage, set up and oversee Customer Accounts and ensure compliance with contractual Customer Service Level Agreements and implementation of all Electronic Data Interchange (EDI) interfaces with business partners
Co-ordinate and manage customer service projects and initiatives
Meeting with other managers and customers to discuss improvements to customer service experience and process, taking on the responsibility for the implementation of the agreed improvements
Monitoring and evaluating the performance of the Customer Services Department against KPI's. Increase the effectiveness and efficiency of the department by driving continual process improvements to achieve business goals and maximise customer service
Involvement in staff recruitment and completing staff appraisals

Key Competencies

Ability to think strategically and to lead
Excellent data entry, analytical and active listening skills
Ability to communicate clearly and accurately at all levels
Excellent organisational skills, be able to multi-task, prioritise, manage time effectively, problem analysis and problem-solve, decision-making, with attention to detail and accuracy and goal orientated focus
Outstanding written and verbal communication skill, adaptability and willingness to learn and use own initiative with a hands-on approach
Excellent management and supervisory skills

Education and Experience

5+ Years' line management experience within a customer service environment
Excellent written and oral communication skills
Self-motivated and strategic thinking
Excellent knowledge of customer service principles and practices
Knowledge of SAP is essential
Microsoft Office including Word, Excel (advanced level), Outlook, PowerPoint and Project knowledgeParkside Recruitment Ltd is acting as an Employment Agency in relation to this vacancy. Parkside Recruitment is an Equal Opportunities Employer