Customer Services Manager

Techniche Global are supporting an automotive company to appoint a Customer Service Manager responsible for day-to-day running of the department, ensuring that customer care is consistent and of a high quality.

• To monitor and maintain customer care standards across the customer base and ensure that they are consistently applied.
• To proactively manage the customer service function and team, ensuring the customer is given clear communication, receives on-time deliveries and a high level of day-to-day service.
• To investigate and suggest improvements in procedures in order to maximise customer care given by the department and internal efficiency.
• To ensure that major customers receive the highest quality service possible.
• To manage receipt and order fulfilment process for customer orders, ensuring customer requirements are communicated and met throughout the business including, but not limited to, S &OP , customer complaints and corrective actions.
• To monitor individual performance within the department and raise standards where required by appropriate training/counselling.
• To ensure effective communication to appropriate members of the Sales Team/Commercial Department concerning market information, price lists and competition.
• To report effectively to the Marketing Manager and Sales Administration on matters concerning the above as appropriate.

• Completion of monthly reports, including customer delivery performance, order input accuracy, transport costs etc.
• Collation of customer survey data and progression of any actions required. Error analysis – progress actions/solutions.
• Departmental KPI monitoring/review. TS16949 Process map management.
• To conduct Performance Reviews with all direct reports as per the Company’s Performance Review Scheme.
• To inform the post holders Line Manager of any difficulties in actioning the above and agree resolution.
• Any other duties which may reasonably be required by the post holders Line Manager or Director.