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- Senior Customer Service Manager
- 55,000 - 65,000 plus Car / Allowance & Bonus
- Sheffield Based
- Manufacturing & Supply Chain
Client Details
Page Group are working in partnership with an industry leading supply chain and manufacturing focused business, who are looking to appoint a Senior Customer Service Manager at their offices in South Yorkshire. This is a new role within the organisation and is pivotal in shaping the B2B customer journey
Description
- Lead the Customer Service functions across the UK wide business, ensuring world-class level of service is provided consistently to all B2B customers
- Directly manage Customer Service Managers, empowering them to make the Right decisions daily to support their teams and customers, ensuring they have the resource, tools and knowledge to support business wide objectives
- Regularly review process, procedures and the customer journey, ensuring it is robust and efficient, identifying ways to drive positive change that will improve customer satisfaction, reduce cost and improve lead-times / timescales
- Drive world class service to encourage and drive customer loyalty and retention
- Work closely with production and manufacturing to understand order lead times, stock availability and potential challenges / changes to orders, helping keep customers informed on order progress, and support the creation of customer dispatch plan
- Own ad drive continuous improvement activities across customer service function, highlighting areas to make positive change
- Identify and address gaps or issue across the customer journey, creating solutions involving process, procedures and systems to improve efficiency or reduce cost
- Create and review reports around customer service activity, using all data available to make informed changes and address and issues
- Take ownership of any escalated customer issues in a timely manor with minimal impact to customers
- Undertake regular reviews with customers to understand performance around service, understanding challenges and future plans to help proactively manage the relationship
Profile
- Experience within a similar Senior Customer Service Management role
- Understanding or manufacturing or supply chain focused business
- Ability to lead and manage a customer service function
- Process and continuous improvement knowledge
- Customer and commercially focused
- Experience managing managers or team leaders
- Proven record of driving change management
Job Offer
This is a fantastic opportunity to join a leading manufacturing business in the role of Senior Customer Service Manager. Based in Sheffield, the role will include an element of travel (successful candidate will have a full UK Driving License)
- 55,000 -65,000 base DOE
- Car Allowance / Company Car
- Company Bonus Scheme
- Excellent holiday entitlement
- Modern working environment
- A number of other company benefits
