Customer Service Manager

Reporting to the Commercial Business Manager. This role will provide general management of our order processing function through the customer service team, manage customer level volumes through demand planning processes and drive excellent customer service levels throughout the business.

Driving value from our service proposition is a primary focus of this role and should become a recognisable differentiator by the customer. Improving productivity, driving efficiencies and building satisfaction levels are key metrics of this role.

• Deliver an excellent customer experience through the internal customer service team, implementing and reporting on team KPI's.
• Drive the 'Voice of the Customer' throughout the business to develop a customer centric vision and focus, sharing service related KPI's.
• Manage the ‘order book’ and allocation line with sales plans, creating ‘short interval controls’ to monitor compliance.
• Monitor, analyse and provide periodic reports on customer activities/trends to relevant sales personnel.
• Ensuring customer systems & databases are aligned with the agreed offering in respect to Master Data *including price & discount data, ordering patterns & conditions (MOV, pack multiples etc).
• Analysis of complaints to identify process gaps and training needs, implementing timely. corrective actions and driving a 'right first time' culture whilst maintaining customer credits at or below agreed targets.
• Ensure all customer interfaces are managed promptly and effectively to maximize profitable sales performance.
• Adopt CRM support tools to help drive sales and build customer loyalty, ensuring data capture and efficiency is at front of our thinking.
• Drive and deliver customer satisfaction measurement systems.

• Educated to A-level or equivalence.
• 5 years experience working in a customer service environment.
• 3 years leadership experience
• Demonstrable experience in customer facing environments.
• Knowledge of CRM & ERP systems.
• Knowledge of leading EDI formats.
• Experienced team leader.
• Familiarity of dealing in international markets.
• Customer satisfaction measurement experience.
• The ability to work on your own initiative.