Tittel: Customer Service Manager

Kontraktstype: Permanent

Stillingsprosent: 100%

Lønn: £45,000 - £55,000

Sted: Staffordshire

Ref.kode: 13479266

Søknadsfrist: asap

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Customer Service Manager

Our client is a market leading Global Manufacturing company with the UK HQ based in the Midlands. With 2014 sales of €billion plus, the company employs over 4000 people and has a presence in more than 50 countries. As a leading global business, this company is very much about developing people and driving high potential and established members of their team.

Role description:

The role operates in a fast paced environment with differing customer service requirements for all the vertical markets this company operates in. Working with the Commercial team, this role involves liaising closely with all the company support and operational functions to manage potential conflicting operational objectives or constraints (financial, capacity, demand etc) and the customer service requirements of the various business streams. Key responsibilities, although not limited to

To integrate, coordinate and manage the activities of all the customer touch points within the company
To establish and develop an organisation structure to ensure the delivery of our service promise
To recruit, train, develop and manage customer service staff and nurture an environment where they can excel through encouragement and empowerment, also focussing on adding value and up selling
To determine and agree minimum levels of performance with business Unit Directors
To analyse customer service data and produce monthly management report detailing customer feedback, concerns and recommendations for improvements
To present to the senior management team each month on headline statistics and analysis with recommendations for changes
To drive continuous improvement programme to the benefit of the customers and business
To fully appraise the Managing Director of key issues
To adhere to and manage the approved budget
Take ownership of customers issues and follow problems through to resolution
To promote a "client-focused" operation by collaborating with other departments across the organization to develop, expand and implement solutions
To develop service standards, workflow, processes and procedures to ensure high quality service and compliance to overall standards; continuously refine as needed
To provide help and advice to customers using our organisation's products or services including up-selling at every opportunity possible
To keep ahead of industry's developments and apply best practices to areas of improvement
To develop and implement client satisfaction monitoring processes and systems
To collaborate with Directors of profit centres to foster and promote teamwork among sales and service staff
To work closely with the Commercial Management team are aware of all key customer issues or opportunities

The Successful Applicant:
Who we're looking for Working very closely with the Managing Director, who is taking a lead in this department. This team needs someone who can bring a change of thinking and performance to this well established team. We are looking for a commercial thinking Customer Service Manager, who can bring experience of running a fast pace team and driving performance both for the customer experience, company's growth and profitability objectives. You will be high energy and adaptable in your style to achieve the set monthly and annual targets of this division.

You need to be qualified to degree or equivalent level with proven working experience as a Customer Service Manager within a manufacturing environment.
In-depth knowledge and experience of modern Customer Service methods and techniques, analytical and have sound commercial awareness, this must include a sales focussed mentality.
Experience with SAP and working knowledge of customer service software, databases and tools essential.
Excellent communicator with the ability to motivate and build effective teams.
Office based role in Staffordshire, however some National travel to clients will be required

What's on Offer:
Highly competitive basic salary, excellent company benefits and performance related bonus

For further information and a job description please contact

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