Customer Service Manager

The Role

Heading up the Customer Service team for a global manufacturing company based in Basildon.

Job responsibilities will include:

Improve customer service experience, create engaged customers, and facilitate organic growth
Evaluate opportunities and provide business requirements for system updates, new tools and automation that improves the companies end to end processing of orders
Develop service procedures (e.g. repairs), policies (e.g. ISO Quality Assurance) and standards
Keep ahead of industry's developments and apply best practices to areas of improvement
Control resources and utilise assets to achieve qualitative and quantitative targets
Adhere to and manage the approved budget
Management of a team of 4 people covering the customer service team.
Acknowledge sales orders and enter into Syspro, according to priority schedule planned and established by guidelines
Take ownership of customers issues and follow problems through to resolution
Set a clear mission and deploy strategies focused towards that mission
Keep accurate records and document customer service actions and discussions
Analyse statistics and compile accurate reports
Mentor and develop customer service agents/distributors and nurture an environment where they can excel through encouragement and empowerment
Maintain an orderly workflow according to priorities

To be successful in this role you will be: -

Proven working experience as a Customer Service Manager, Retail Manager or Assistant Manager
Experience in providing customer service support
Excellent knowledge of management methods and techniques
Proficiency in English
Working knowledge of customer service software, databases and tools e.g. ERP, CRM
Ability to think strategically and to lead within the end to end processing of orders
Strong client-facing and communication skills
Advanced troubleshooting and multi-tasking skills
Previous experience in a manufacturing environment is advantageous
Ability to work as part of cross functional teams, be highly collaborative, inquisitive and eager to learn
A problem solver with strong conceptual and analytical skills
Willing to take on responsibility, use initiative and work well within a team
Excellent telephone manner
Must be computer literate have good IT skills such as Outlook, Word & Excel

The Package

£upto £45,000 per annum

Monday – Friday 8.30 – 5.00pm.

Bens

If you feel you have the relevant experience, call us today on 01702 46 44 44 or forward your CV to [email protected] or [email protected]