Senior Manager - Customer Service - Manufacturing Firm

Senior 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