Customer Service Manager

Customer Service Manager Foston, Derby£35,000 - £40,000

My friendly, expanding client have created a new role of Customer Service Manager to join their successful Derby based manufacturing business. They are a fast paced FMCG company, the role will be busy and keep you challenged.

Overall Purpose:

Overseeing the smooth operation within Customer Services. Responsible for both customer and team questions, resolving problems, setting team goals, monitoring progress, onboarding & training staff members.

You will have your own portfolio of customer’s, you’ll provide and promote a professional high quality customer focused service. It encompasses liaison with sales and customers; the input of technical and detailed orders for our production and manufacturing teams; and liaising with production and office administration teams.

We are looking for a proactive, professionally presented person, who wants to be part of a growing organisation, who understands the challenging relationships with stakeholders.

Key Accountabilities:

• Manage the team, answering questions and resolving problems, setting team goals, monitoring progress, onboarding and training team members.
• Create good working relationships with colleagues, managers and other stakeholders
• Constantly review standards and working practices to achieve and exceed targets.
• Validate and process customer orders using their purpose-built ERP Software.
• Record accurate information and determine required course of action
• Provide up-to-date accurate stock figures and other progress information as required.
• Contribute towards improving customer service standards by highlighting issues and offering solutions.
• Identify opportunities to improve operational performance.
• Mentor, train and coach team members and colleagues to enhance performance and deliver the future talent.
• Create and implement policies and procedures in dealing with customers or clients.
• Ensure online documents and paperwork are accurately filed/stored maintaining a tidy office environment.
• Prioritise workload in line with production requirements
• Communicate with relevant parties the status of any ongoing work.
• Ensure a high standard of housekeeping is maintained.
• Undertake specialised training when required.
• Completion of ad-hoc duties to meet the needs of the business, subject to appropriate training.
• Maintain and manage a busy email inbox.

Skills and Experience

A background in a similar level Customer Service / Administration based role within a commercial environmentIT competency, particularly Word and Excel skillsConfident and pro-activeAccuracy and attention to detailStrong organisational skillsAn ability to work under pressure and to deadlinesAn ability to work independently and as a teamProfessional, highly organised, articulate, self-motivated, team player, customer facing.

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