AddressSenior Manager - Customer Service
Roles and Responsibilities:
- Identify opportunities to enhance internal processes which promote best practice and lead to overall performance improvement and organisational efficiency.
- Co-ordinate the activities of the Customer Service team; provide support and advice to team members
- Monitor performance and lead the team to achieve key performance indicators (KPIs)
- Evaluate customer feedback and identify ways to maximise customer satisfaction.
- Ensure that standard operating procedures are documented and maintained.
- Produce written reports when required to do so.
Post-Sales Support:
- Ensure all sales orders are booked into SAP Plus) and progressed correctly through the system from point of order thro
- Liaise with Production Manager & Team to ensure all orders are progressed within agreed time scales.
- Ensure that all relevant delivery information is gathered from customers, including delivery contact details.
- Responsible for all post-order correspondence with customers ensuring all aspects of a project are effectively communicated and documented.
- Manage escalated calls and emails from customers which result from an issue with an order
People Management:
- Plan team rotas to make sure that there is sufficient cover at all times.
- Be responsible for updating TMS (Time Management System) with holiday, sickness etc.
- Provide induction and on-going training and coaching of team members.
- Manage performance; provide development plans and conduct appraisals which encourage employee engagement.
- Assist with the recruitment of new team members.
- Work in a professional and pragmatic manner, respecting all employees throughout the business.
Skills and Attributes:
- Well developed communication skills; ability to communicate to all levels.
- Able to understand customer requirements and deliver an excellent level of service.
Qualifications and Experience Levels:
Essential:
- Graduate with 12-15 years of experience in Customer Services from Manufacturing Industry only
- Prior experince in team management
- Should have working knowledge of SAP
- Should be proficient with Ms Office
