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- Senior Customer Service Manager
- £55,000 - £65,000 plus 15% bonus and benefits
- Managing teams across Europe - France, Germany, UK, Denmark
- Manufacturing / Chemical Industry
- Leeds based - some hybrid working
Client Details
Our client is a leading business within the Global Manufacturing space with sites across UK, France, Germany & Denmark who are now looking to appoint a Senior Customer Service Manager at their site in Leeds.
This role will have direct line management of 3 Customer Service Manager with a wider team of 13fte.
The role will have a key focus on driving customer satisfaction, improving operational process and procedures, and drive performance across the function
Description
- Ensure European Customer Service teams have all the tools, knowledge and resource to provide a world class levels of service to customers, resolve an issues, and own assign accounts
- Develop in depth strong working relationships with customers encouraging longevity and retention through exceptional service
- Ensure teams meet pre agreed performance metrics that support wider business goals and objectives
- Work collaboratively with counterparts across the business to ensure process and procedures are efficient and fit for purpose.
- Use data and customer feedback to drive process improvements and positive change across the business
- Implement SLA's and KPI's across the department focused on Customer Satisfaction and Quality
- Work with stakeholders across the business and act as the voice of the customer during key management meetings
- Drive continuous improvement activities across the department identifying ways to improve customer satisfaction, operational efficiency's and cost reduction
Profile
- Experience within a similar Customer Service Management role - ideally within a manufacturing / Chemicals environment
- Confidence with global export - ideally including hazardous materials, air freight, and trade compliance / regulations
- Ability to demonstrate continuous improvement activities
- Experience with ERP and CRM systems
- Ability to build strong working relationships with both internal and external stakeholders
- Ability to use and interpret data to make positive change
- European Language - DESIRABLE ONLY
Job Offer
Senior Customer Service Manager - Based in Leeds (some hybrid working)
- £55,000 - £65,000 doe
- up to 15% bonus
- 25 days holiday plus Bank - ability to buy and sell
- Excellent company pension offering
- On-site gym
- Free parking
- 6x life assurance
