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Escape Recruitment Services Commercial Division are supporting recruiting for our client, a successful growing SME organisation based in Kilmarnock; they have an exceptional opportunity for an experienced Customer Service Team Manager to join them on a permanent basis. This role is fully site based.
Responsibilities Include
- Day to day operation management of the Customer Service team (circa. 5)
- Ensure that excellent customer service is delivered as standard to internal and external customers
- Coach, develop and train the Customer service team
- Use data to create planning and monitoring KPI's
- Investigating and resolving Customer issues and escalations
- Work closely with internal departments across the business
- Lead the team to prioritise, achieve daily tasks and meet deadlines
- Ensure team are achieving Customer service level agreements
- Maintain stock levels and provide stock reporting as required
- Conduct regular team meetings and one to ones
- Attend and participate in Management Sales meetings
- Review internal processes and identify opportunities for improvement
- Provide forecasting and reporting to internal teams
- Provide hands-on support to team members as required
Experience Required
- Previous experience of working in a similar role which would include Team Manager, Team Leader, Customer Service Manager etc
- You will be able to demonstrate your people management experience, whilst working in a fast paced, hands-on operation role
- Experience of working within Manufacturing, Distribution &/or Supply Chain is essential
- Previous experience of working in a SME organisation that has experienced progressive grown
- Exceptional communication skills, able to lead by example by delivering high customer service standards
- Strong commercial and business acumen
- Exceptional planning and prioritising skills
