Customer Service Manager

A client of ours in the Harlow area are recruiting a Customer Service Manager to join their team. This is a full-time permanent position working Monday - Thursday 8.00am - 5.00pm and paying 28,000 - 32,000 per annum depending on experience.

Reporting to the Sales Operations Director, key duties include but are not limited to:

• Monitor and maintain customer care standards across the customer base.
• Pro-actively 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.
• Investigate and suggest improvements in procedures.
• Ensure that major customers receive the highest quality service possible.
• Manage receipt and order fulfilment process for customer orders, ensuring customer requirements are communicated and met throughout the business.
• Monitor individual performance within the department and raise standards where required by appropriate training.
• Communicate to appropriate members of the Sales Team/Commercial Department concerning market information, price lists and competition.
• 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.
• Process map management.
• Conduct Performance Reviews with all direct reports.

Skills and Experience required to be considered for this Customer Service Manager position:

• 3-5 years of experience in customer service, with at least 1-2 years in a supervisory/management role.
• Proven leadership and team management skills.
• Strong communication and problem-solving skills
• Familiarity with CRM systems
• Experience within a manufacturing and production industry desirable

Great Benefits to working for this company include:

• Pension
• On-site parking
• Healthcare
• Long Service Award scheme
• Virgin Experience
• Employee referral programme
• EAP
• Life Assurance

If you feel like you meet the above criteria & would like to be considered for this Customer Service Manager position, please apply with your CV and contact Katie at Prime Appointments for a confidential chat. #officejobs