Customer Service Manager
Foston, Derby
£35,000 - £40,000
My friendly, expanding client have created a new role of Customer Service Manager to join their successful Derby based manufacturing business. They are a fast paced FMCG company, the role will be busy and keep you challenged.
Overall Purpose:
Overseeing the smooth operation within Customer Services. Responsible for both customer and team questions, resolving problems, setting team goals, monitoring progress, onboarding & training staff members.
You will have your own portfolio of customer's, you'll provide and promote a professional high quality customer focused service. 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, professionally presented person, who wants to be part of a growing organisation, who understands the challenging relationships with stakeholders.
Key Accountabilities:
- 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
- Constantly review standards and working practices to achieve and exceed targets.
- Validate and process customer orders using their purpose-built ERP Software.
- Record accurate information and determine required course of action
- Provide up-to-date accurate stock figures and other progress information as required.
- 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.
- 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.
- Prioritise workload in line with production requirements
- Communicate with relevant parties the status of any ongoing work.
- Ensure a high standard of housekeeping is maintained.
- 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.
Skills and Experience
A background in a similar level Customer Service / Administration based role within a commercial environment
IT competency, particularly Word and Excel skills
Confident and pro-active
Accuracy and attention to detail
Strong organisational skills
An ability to work under pressure and to deadlines
An ability to work independently and as a team
Professional, highly organised, articulate, self-motivated, team player, customer facing.
Please note that due to a high volume of applications across all our adverts we are only able to respond to those who have been shortlisted. If you haven't had a response within 48 hrs, please assume you have been unsuccessful.