The Company:
- The company are a Leading supplier of printed flexible packaging solutions. They are now looking for a Customer Services Manager to join their team paying up to £40,000pa depending on experience.
Title:
- Customer Services Manager
Job Purpose of the Customer Services Manager:
- The role will keep you challenged and busy!
- As a manager you'll be expected to answer both customer and team questions and resolve problems, set team goals, monitor progress, onboard and train staff members.
- As somebody with your own portfolio of customers, you'll provide and promote a professional high quality customer focused service to our customers. It encompasses liaison with sales and customers; the input of technical and detailed orders for our production and manufacturing teams; and liaising with production and office administration teams.
- We are looking for a proactive, ofessionally presented person, who wants to be part of a growing organisation, who understands the challenging relationships with stakeholders.
Duties & Responsibilities of the Customer Services Manager:
- Manage the team, answering questions and resolving problems, setting team goals, monitoring progress, onboarding and training team members.
- Create good working relationships with colleagues, managers and other stakeholders e.g., customers and suppliers.
- Constantly review standards and working practices to achieve and exceed targets.
- Validate and process customer orders using our purpose-built ERP Software.
- Record accurate information and determine required course of action, referring to the relevant departments (as appropriate) over issues where the relevant technical or practical experience is required to make a sound judgement.
- Provide up-to-date accurate stock figures and other progress information as required.
- Communicate effectively and politely with internal and external contacts to ensure customer queries and complaints are dealt with in a timely manner.
- Contribute towards improving customer service standards by highlighting issues and offering solutions.
- Identify opportunities to improve operational performance.
- Mentor, train and coach team members and colleagues to enhance performance and deliver the future talent.
- Dependability - takes personal ownership of all aspects of the job role, delivering on KPI's and objectives.
- Create and implement policies and procedures in dealing with customers or clients.
- Ensure online documents and paperwork are accurately filed/stored maintaining a tidy office environment. Archive where appropriate.
- Prioritise workload in line with production requirements to ensure agreed timescales and deadlines are met.
- Communicate with relevant parties the status of any ongoing work.
- Ensure a high standard of housekeeping is maintained.
- Assist with training of colleagues as required.
- Undertake specialised training when required.
- Completion of ad-hoc duties to meet the needs of the business, subject to appropriate training.
- Maintain and manage a busy email inbox.
- Undertake any tasks requested to aid the smooth running of the department.
Key Behaviours of the Customer Services Manager:
- Be a great communicator, with great task management and organisational skills.
- Drive commitment to excellence in quality and efficiency placing the customer at the centre of operational activities meet quality objectives.
- Communicate in an open and honest manner, demonstrating ethical and professional behaviours at all times, whilst remaining organised and calm under pressure.
- Respect the rights, differences, and dignity of those who work in our business, promoting our values.
- Excellent verbal and written communication skills.
- Pay attention to detail.
- Be able to multi-skill between tasks where trained or experienced.
- Have great organisational and self-motivational skills.
- Be able to work on your own initiative without supervision.
Qualifications and Experience:
- The ideal candidate will have a minimum of 3 years customer service or administrative support
- GCSE level mathematics and English are essential.
Salary:
- Up to £40,000pa depending on experience.
If you feel you have the right skill set and attributes for this role and that it's the challenge, you are looking then please contact us on a confidential basis.