Customer Service Manager

Customer Service Manager

Location: Alva, FK12 5DQ
Salary: £37,080-£41,200 DOE
Contract: Permanent, Full time
Hours of work: 37.5hrs Monday - Friday (flexibility around start/finish times)

Senior Finance Assistant - Benefits:

34 days leave including bank holidays
Pension
Private healthcare
Employee assistance programme
Retail discount card.

AccuBio Ltd. (manufacturers of In vitro Medical Devices) are currently recruiting for a Customer Service Manager.

Customer Service Manager - The Role:

To lead and manage customer service department in the overall delivery of company's strategic objectives. Manage all processes, activities and resource to ensure on time delivery of customer requirements. Manage all aspects from order entry to shipment along with providing support in a wide range of commercial activities to drive business growth.

Main Responsibilities:

Support sales team in management of customer accounts ensuring all customer enquiries, orders and communication is delivered effectively and efficiently
Department representative for all relevant meetings affecting customer service/sales
Ownership and responsibility for driving department and business-related projects and improvement activities
NetSuite responsibilities, such as order approvals, verification of pricing, quantity, discounts, customer creation, and inventory transfers as required
Maintain price lists, sales forecasts and support customer quotations
Support control of distribution contracts and technical enquires
Nurture and maintain constructive partnerships with distribution partners
Create and update department process related SOPs to ensure compliance and smooth delivery of customer orders from order entry to shipment
Maintenance of department training matrix and records with the primary objective of ensuring the department has the flexibility to cover all tasks and activities to support the order process
Ensure Customer Service department is audit ready with demonstrates compliance to our Quality Management System and department process and procedures
Support relevant areas of site admin and calls in relation to customers and visitors

General Areas of Responsibility:

Carry out all duties and responsibilities to the company standard within the timescales required.
Maintain compliance with Health & Safety policies and procedures.
Maintain compliance with QMS policies and procedures.
Maintain compliance with GDPR and Cyber Security policies and procedures.
Perform any other reasonable duties and responsibilities as required.

Customer Service Manager - Key Skills and Experience:

Essential Criteria:

Management experience in a Customer Service department
Regular / Competent user of MS 365 (Outlook , word, excel, teams etc)
Customer Service focused
Thorough understanding of Customer Service processes and systems that could drive best practise
Flexible approach to work activities

Desirable Criteria

Knowledge and Understanding of Quality Management systems (Working in Medical Device Industry)
Knowledge of and competent user of Business Improvement tools
Knowledge and use of systems such as Net Suite / Q Pulse or similar that assist in the control of Order Processing

Our Core values:

Customer Orientated
Challenge the Impossible
Grow Together
Continuous Innovation

Due to the volume of applications, we are unable to respond to all applications. If you do not hear from us in four weeks, please assume that your application has been unsuccessful.

If you feel you have the necessary skills and experience to be successful in this role, click on APPLY today, forwarding an up-to-date copy of your CV for consideration in the first instance.

No agencies please.