Customer Service Manager duties and responsibilities

Monday To Friday 08.30 – 17.30

Salary Approx £28,000.00 – £32,000.00

Based in Manchester, M40

The responsibilities and duties of a Customer Service Manager may differ slightly, but their main duties and responsibilities may include:

* Overseeing the customer services team of 2/3 people. This will include processing of sales orders, processing of collections, planning of internal logistics’ alongside managing third party haulage suppliers,

* Being able to cover all roles of the customer service department which include both inbound and outbound material.

* Training and managing Customer Service Assistants

* On-boarding and training new employees

* Setting customer satisfaction targets and working with the team to meet targets consistently

* Interacting with customers daily by answering their questions and dealing with all queries in a timely manner. Ensuring that any changes to their orders are communicated.

* Establishing customer service policies and procedures

* Communicating with sales to understand the customers’ requirements and ensuring that is clearly understood by both operations and customer service.

* It will also include general office management such as housekeeping, upholding office practices and dealing with day to day issues such as phone system and IT.

The Person

As Customer Experience Manager you will have a passion for customer satisfaction, you will genuinely care for customers and have a desire to find impactful solutions to support each customers’ experience. You’ll be a dynamic manager with experience in dealing with day to day problems. This role will suit someone who naturally strives for continuous improvement and finds joy in bringing new ideas to the table to ensure service to customers’ is outstanding – not just good! Ideally you will have experience in business-to-business roles and have some understanding of a manufacturing process.

This covers all aspects of transactional excellence and customer and stakeholder collaboration to drive great customer service whilst managing logistics cost to serve with our customer.

The Role

Working as part of the senior Management team you will be responsible for the management of the customer service experience from managing the customer service team to overseeing logistics providers and making suggestions as to how the customer experience can be improved.

* Day to day management of Customer Service

• Recruitment and training of team individuals (approx. 2/3 members)
• Undertaking 1-2-1s and establishing personal development plans
• Overseeing processes, delegating work
• Being a point of escalation for the team, resolving complaints and providing feedback to other areas which are impacting the service provided to customers.
• Ensure day to day processes are followed by the team. Establish new processes when necessary.
• Build relationships with these key customers
• Ensuring the Non conformance process is followed to the time scale for the customer.
• Support Sales as the first point of call for the complaint’s escalation process.

Management the Strategy

* Managing the Customer Experience strategy

* A key part of this role will be ensuring all month end deadlines are met in an accurate manner.

* Overseeing relationships with production, planning, logistics and finance to ensure actions and changes agreed are implemented.

* Bring ideas to the table to explore ways to enhance the customer experience.

* Responsible for the operational performance of the team. Key KPIs are customer survey feedback, number of credits raised, paperwork issues and response times etc.

* Develop an understanding of the wider supply chain and customer landscape. Identifying changes to customer order patterns and communicating to sales.

* Work with the Operations teams to streamline orders to ensure maximum output from the site. Ensuring a smooth process from customer order accepted to planning and logistics. Identify and escalation issues within this process when it is impacting the customer.

* Implement strategies to reduce inputting errors

* Increase retention of the smaller customers.

* Managing the connection between customer experience and employee experience

* Consistently identify and implement improvements to operations that provide the best solutions for the team and the customers.

* Ensure SAGE is being used to its full potential.

If this sounds like the role for you then apply now!

CCNorthwest