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The Group Customer Service Manager will lead 2 established teams to provide outstanding customer service in the industrial/manufacturing sector. This role requires senior-level management skills with a strong focus on customer satisfaction and team performance.
Client Details
This company is a renowned player in the industrial and manufacturing sector with a global footprint. With huge growth potential, the company prides itself on delivering top-notch products and ensuring a high level of customer satisfaction.
Description
This role requires an established, commercial thinking Senior Customer Service Manager, you'll be responsible for:
- Oversee the activities relating to a wide range of customers, from large high profile big spending accounts through to single purchase customers.
- Ensure decision making matches the needs and demands of your customer while still promoting customer growth.
- Lead and manage a team of customer service representatives to deliver exceptional customer service.
- Manage the Sales Order Processing for complex products and services.
- Be confident and capable in managing ERP software such as SAP, Zen Desk etc.
- Implement customer service policies and procedures that align with the company's goals.
- Monitor team's performance and provide feedback for improvement.
- Handle escalated customer issues and ensure resolution in a timely manner, this may at times include face to face customer meetings.
- Collaborate with other departments to improve the overall customer experience.
- Train and develop team members for career progression.
- Prepare reports on customer service metrics for senior management.
- Drive continuous improvement initiatives to enhance customer satisfaction.
Profile
A successful Group Customer Service Manager should have:
- A strong career in Customer Service Management with examples of commercial decision making.
- Prior experience in a senior customer service role specifically working with a range of business customers.
- Exceptional leadership and team management skills.
- Able to travel to work based in Warrington - occasional travel to second site.
- Strong problem-solving skills with the ability to make decisions under pressure.
- Excellent communication and interpersonal skills.
- Proficiency in customer service software and CRM tools.
Job Offer
- An estimated salary range of £49,500 - £60,500 per annum
- Opportunities for career advancement within the company
- A supportive and collaborative work culture
- Generous holiday leave allowance
- Located in Warrington
We encourage enthusiastic Customer Service Leaders who meet the above criteria to apply for this exciting role in Warrington.
