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Position: Customer Services Manager
Location: Derbyshire
Salary: up to £40,000 + benefits
The Company:
* A leading manufacturer of products supplying primarily the food sector, are seeking to recruit a Customer Services Manager to join their team
Role Purpose of the Customer Services Manager:
* The role will keep you challenged and busy!
* As a manager you’ll be expected to answer both customer and team questions and resolve problems, set team goals, monitor progress, onboard and train staff members.
* As somebody with your own portfolio of customers, you’ll provide and promote a professional high quality customer focused service to our customers. It encompasses liaison with sales and customers; the input of technical and detailed orders for our production and manufacturing teams; and liaising with production and office administration teams.
* We are looking for a proactive, professionally presented person, who wants to be part of a growing organisation, who understands the challenging relationships with stakeholders.
Core Responsibilities
* Manage the team, answering questions and resolving problems, setting team goals, monitoring progress, onboarding and training team members.
* Create good working relationships with colleagues, managers and other stakeholders e.g., customers and suppliers.
* Constantly review standards and working practices to achieve and exceed targets.
* Validate and process customer orders using our purpose-built ERP Software.
* Record accurate information and determine required course of action, referring to the relevant departments (as appropriate) over issues where the relevant technical or practical experience is required to make a sound judgement.
* Provide up-to-date accurate stock figures and other progress information as required.
* Communicate effectively and politely with internal and external contacts to ensure customer queries and complaints are dealt with in a timely manner.
* Contribute towards improving customer service standards by highlighting issues and offering solutions.
* Identify opportunities to improve operational performance.
* Mentor, train and coach team members and colleagues to enhance performance and deliver the future talent.
* Dependability - takes personal ownership of all aspects of the job role, delivering on KPI's and objectives.
* Create and implement policies and procedures in dealing with customers or clients.
* Ensure online documents and paperwork are accurately filed/stored maintaining a tidy office environment. Archive where appropriate.
* Prioritise workload in line with production requirements to ensure agreed timescales and deadlines are met.
* Communicate with relevant parties the status of any ongoing work.
* Ensure a high standard of housekeeping is maintained.
* Assist with training of colleagues as required.
* Undertake specialised training when required.
* Completion of ad-hoc duties to meet the needs of the business, subject to appropriate training.
* Maintain and manage a busy email inbox.
* Undertake any tasks requested to aid the smooth running of the department