Customer Service Manager

Location: Thurrock Service CentreType: Full-timeSalary: Competitive

Overview:

Join our dynamic team as a Customer Service Manager, overseeing a dedicated team of seven Customer Service Advisors across three locations. This role is pivotal in supporting our B2B network through dealers and direct B2C interactions via eCommerce. If you thrive in a leadership role and are adept at managing complex customer service operations, we want to hear from you.

Key Responsibilities:

• System Management: Oversee bespoke software systems including ERP to ensure they meet business needs.
• CRM Utilization: Support the use of CRM systems, enhancing team reporting and process setups.
• Order Processing Analysis: Manage the entire order process from receipt to dispatch, ensuring efficiency.
• Customer Portal Oversight: Drive the utilization of web orders through customer visits and analytics.
• Logistics Coordination: Liaise with third-party logistics to ensure seamless warehouse operations.
• Pricing Analysis: Conduct monthly and quarterly reviews of pricing and discount structures.
• Campaign Management: Lead seasonal campaigns and promotions, setting parameters and coordinating team efforts.
• Team Leadership: Manage overall team performance, including remote workers, and conduct development reviews.
• Omnichannel Process Management: Ensure seamless integration of B2B and B2C processes.
• Customer Satisfaction: Work closely with internal departments to boost customer satisfaction levels.
• Health and Safety: Uphold the health, safety, and wellbeing of the team.

Required Skills/Qualifications:

• Proven experience in a Customer Service Supervisory/Management role.
• Strong leadership skills with experience in people management.
• Excellent communication and organizational skills.
• Analytical thinker with attention to detail.
• Natural problem-solving abilities.
• Willingness to travel within the UK and potentially Europe.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook).
• Experience with Microsoft Dynamics CRM or similar systems.
• Familiarity with SAP/AS400 platforms is advantageous.

Benefits:

• Competitive salary package.
• Car Allowance
• Opportunities for professional growth and travel.
• Dynamic and supportive work environment.

How to Apply:

Please submit your CV and a covering letter detailing your suitability for the role.

We look forward to discovering how you can make a difference in our team and contribute to our continued success.