Customer Services Manager

Position: Customer Services Manager
Location:Midlands
Salary:up to £40,000 + benefits

The Company:

• A leading manufacturer of products supplying primarily the food sector, are seeking to recruit a Customer Services Manager to join their team

Role Purpose of the Customer Services Manager:

• The role will keep you challenged and busy!
• As a manager youll be expected to answer both customer and team questions and resolve problems, set team goals, monitor progress, onboard and train staff members.
• As somebody with your own portfolio of customers, youll provide and promote a professional high quality customer focused service to our customers. 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.

Core Responsibilities

• 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 e.g., customers and suppliers.
• Constantly review standards and working practices to achieve and exceed targets.
• Validate and process customer orders using our purpose-built ERP Software.
• Record accurate information and determine required course of action, referring to the relevant departments (as appropriate) over issues where the relevant technical or practical experience is required to make a sound judgement.
• Provide up-to-date accurate stock figures and other progress information as required.
• Communicate effectively and politely with internal and external contacts to ensure customer queries and complaints are dealt with in a timely manner.
• 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.
• Dependability - takes personal ownership of all aspects of the job role, delivering on KPI's and objectives.
• 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. Archive where appropriate.
• Prioritise workload in line with production requirements to ensure agreed timescales and deadlines are met.
• Communicate with relevant parties the status of any ongoing work.
• Ensure a high standard of housekeeping is maintained.
• Assist with training of colleagues as required.
• 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.
• Undertake any tasks requested to aid the smooth running of the department.