Customer Service Manager
Foston, Derby
£35,000 - £40,000
My friendly, expanding client have created a new role of Customer Service Manager to join their successful Derby based manufacturing business. They are a fast paced FMCG company, the role will be busy and keep you challenged.
Overall Purpose:
Overseeing the smooth operation within Customer Services. Responsible for both customer and team questions, resolving problems, setting team goals, monitoring progress, onboarding & training staff members.
You will have your own portfolio of customer’s, you’ll provide and promote a professional high quality customer focused service. 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.
Key Accountabilities:
* 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
* Constantly review standards and working practices to achieve and exceed targets.
* Validate and process customer orders using their purpose-built ERP Software.
* Record accurate information and determine required course of action
* Provide up-to-date accurate stock figures and other progress information as required.
* 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.
* 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.
* Prioritise workload in line with production requirements
* Communicate with relevant parties the status of any ongoing work.
* Ensure a high standard of housekeeping is maintained.
* 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.
Skills and Experience
A background in a similar level Customer Service / Administration based role within a commercial environment
IT competency, particularly Word and Excel skills
Confident and pro-active
Accuracy and attention to detail
Strong organisational skills
An ability to work under pressure and to deadlines
An ability to work independently and as a team
Professional, highly organised, articulate, self-motivated, team player, customer facing.
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