Customer Service Manager, Camberley: As the Customer Service Manager you will be leading a team of circa 10 individuals responsible for handling complaints, invoice queries and general enquiries from B2B and B2C customers mainly coming as escalations from the French market.
Client Details
A rapidly international sales & distribution organisation market leading in their field. They are undertaking an interesting change programme focused on their service to their customers.
A supportive environment with excellent office, free shuttle service from the station and a range of interesting benefits.
Description
Customer Service Manager, Camberley: As the Customer Service Manager you will be leading a team of circa 10 individuals responsible for handling complaints, invoice queries and general enquiries from B2B and B2C customers mainly coming as esculations from the French market.
- Provide clear leadership to a multi-Country customer fulfilment Team through a combination of objective setting, one-to-one coaching and training.
- Ensure all team members are focused on Customer requirements and are properly equipped to provide outstanding levels of service.
- Propose optimum customer fulfilment solutions and improvement plans to strategic customers
- Ensure collaboration of team and liaise closely with Customers, with Country Sales and with Supply Chain to ensure clear and proactive communication to Customers on all service elements, including:
- Case fill level (and on-time delivery if appropriate).
- Out of stocks and remedial plans.
- New product listings and delists
- Upcoming events and promotions
- Process excellence, to deliver on-going effectiveness improvements to the order management and customer collaboration activities using lean tools and methodology
- Together with lean champions, SME Leads and CF Centralized Team Leads, identify and generate efficiency to the Customer Fulfilment department and reinvest capacity created into further value-adding customer-centric tasks.
You will be conducting regular 121s and appraisals with the Team Managers and observing their 121s to ensure consistency across the department, identifying any issues that may impact overall team performance, flagging these to the Director and resolving in order of priority.
People management, development, coaching will be key strengths.
Profile
Customer Service Manager, Camberley:
The ideal individual for the Customer Service Manager will:
- You will speak and write business level French, and any additional language skills are a bonus. French is a key requirement.
- Have managed a Customer Service team within a FMCG or Manufacturing and Production business or sales & distribution, or similar B2B, product led industry
- You will be technically minded, able to use current chat module, email and phone and very keen to help grow the use of smart technology advances
- Be commercially minded with the ability to balance both the needs of the customer and needs of the business
- Be a hands on operational manager, able to identify issues and take steps to improve
- Act as a confident point of escalation
Please Note: Unfortunately sponsorship will not be possible and therefore you need to already hold full rights to work in the UK.
Job Offer
Salary of circa £45,000 to £55,000 dependant upon experience and an excellent package