Customer Service Manager

Job Title: Customer Service ManagerLocation: Barton Under NeedwoodDuration: 12 months FTC (maternity cover)Hours of work: 37 per week, Mon to Thur 8.00am to 4.30pm and Fri 8.00am to 1pm.Salary: Negotiable

Our Engineering client based in Barton Under Needwood is looking for an experienced Customer Service Manager to join the team with an immediate start..

The role:

The Customer Service Manager is responsible for leading a Customer Service Team, who typically deliver customer interactions across multiple channels to support sales and margin growth in line with the company's strategic growth plans.

The remit relates to a portfolio of material provision (S&T, Repairs and ad hoc Overhauls). Excludes projects

Responsibilities:

• Lead and develop a customer service team including Customer Service Coordinators and Account Managers to respond to customer requests for quotations and queries,
• process and manage orders and sales invoices and support cash collection
• Deliver a high level of customer service to drive profitable sales growth through service
• Act as the Voice of the Customer across the organisation
• Empower and engage the Customer Service Team Set accountable performance measures for the Customer Service Team
• Create a culture and processes which achieve business goals and objectives with regards to customer service and profitable sales growth
• Manage all sales administration processes in compliance with internal procedures minimising exposure and risk
• Attend reviews with the key customers and attend project reviews to support if required
• Ensure that correspondence is being maintained in adherence with customers contractual terms and logged to protect the company commercial position and manage adherence to the governance
• Liaise with operational, procurement, supply chain teams and technical experts to ensure high level of customer satisfaction
• Lead scheduled reviews with customers using KPIs dashboards (including order book review) supported by Account Managers
• Work with the Account Manager and Business Development Managers to develop opportunities, generate work, build "pipeline" and to secure orders providing profitable future revenue
• Prepare regular reports of progress for internal use and use Customer Insight and Root Cause Analytics to manage customer issues and present these to Customer Service Director
• Identifying and provide feedback through 1:1s, effective use of personal development plans and provision of coaching to the team work effectively with all peers and the Customer Service Director
• Report local market and customer intelligence to procurement and supply chain teams, business development and account management teams and other relevant part of the business to ensure profitable sales growth
• Support the creation of one way of working for UK material provision
• Ensure compliance with company's procedures and corporate policies
• Promote the Safety of the Railway to ensure that our products and services do not endanger the travelling public, train crew, trackside workers or other stakeholders
• Any other duties as may be appropriate and agreed from time to time.

Background & Experience

• 1-3 years Account Management/ Customer Service Management
• Experience of UK Rail Industry ( advantageous)
• Customer focused
• Prover ability to lead and manage
• Strong organisational skills

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