Job Title: Customer Service Manager
??Location: Birmingham (On-Site)
??Salary: £50,000 Per Annum
??Contract Type: Full-Time, Permanent
About the Role:
We are excited to assist our client, a leading manufacturer and supplier in the furniture industry, in their search for a Customer Service Manager. Based in Birmingham, this role is integral to ensuring the seamless operation of both the customer service and warehousing teams. This is a hands-on, operational role that requires a proactive leader who is ready to manage a team of five in customer service while also overseeing the warehousing team. The ideal candidate will be inquisitive, focused on continuous improvement, and ready to step in wherever needed to drive success.
Key Responsibilities:
- Team Management: Lead, support, and develop the customer service team, ensuring they are well-equipped to handle claims, returns, e-shop orders, and sales upselling opportunities.
- Warehouse Oversight: Supervise the warehousing team, ensuring efficient operations and being prepared to step into a hands-on role in the warehouse when required.
- Operational Involvement: Take an active role in day-to-day operations, providing support across customer service and warehousing as necessary, with a primary focus on customer service.
- Process Improvement: Conduct an audit of current processes and systems within the customer service team. Challenge existing practices with a view to streamlining operations and enhancing service delivery.
- Customer Interaction: Engage with customers as needed, ensuring high levels of satisfaction, and stepping in to resolve complex issues.
- Sales Support: Understand the sales processes and contribute to upselling initiatives, providing guidance and support to the customer service team to maximise sales opportunities.
- Technical Knowledge: Gain a deep understanding of the product range through training provided by the company, enabling effective communication with customers and the ability to assist the team in technical queries.
Key Competencies:
- Leadership Experience: Proven experience managing a customer service team, ideally within a manufacturing or supply environment.
- Operational Agility: Ability to manage and support warehouse operations, with a willingness to be hands-on when necessary.
- Process Improvement: Inquisitive mindset with a strong focus on reviewing and improving operational processes.
- Customer Focus: Strong customer service orientation with the ability to handle complex queries and support the team in achieving high service standards.
- Sales Acumen: Understanding of sales processes, with the ability to support and enhance the team's upselling capabilities.
- Technical Aptitude: Willingness to learn and understand the technical aspects of the product range.
- Proactive and Hands-On: A 'can-do' attitude with the ability to take initiative, solve problems, and lead by example.
Additional Information:
- This is a full-time, on-site role based in Birmingham, with five days a week required in the office.
- The role offers a competitive salary of £50,000 per annum.
What Our Client Offers:
- Competitive salary with opportunities for growth and development.
- 30 Days annual Leave + Bank holidays
- Comprehensive training on the company's product range.
- The chance to work in a dynamic environment within a leading industry player.
- An opportunity to make a significant impact on the operations and customer service experience.
If you are a driven, hands-on professional ready to take on this multifaceted role, we would love to hear from you.
About Us:
We are a recruitment agency dedicated to connecting top talent with outstanding opportunities. With expertise in placing professionals in mid to senior management roles, we pride ourselves on helping both clients and candidates achieve their goals.