Customer Service Manager based from Thurrock service centre, supporting the Husqvarna Construction sales company, selling B2B through a network of dealers and B2C through eCommerce. Supervising a team of seven Customer Service Advisors across three locations.
Key Responsibilities:
1. Bespoke Software Systems - ERP - Ensuring systems are set up to meet the business needs.
2. CRM – Supporting use of CRM and roll out within the team, reporting and setting up processes.
3. Analysis of daily/weekly order processing - From receipt of order to dispatch.
4. Drive Customer Portal and increase utilisation of web order including customer visits, analytics.
5. Warehouse & logistics - Liaison with 3PL warehouse service.
6. Monthly/Quarterly analysis of price & discount set up - Based on divisional terms.
7. Query, complaint and escalation handling.
8. Seasonal campaigns/promotions - Set up campaign parameters and coordinate team, report on success.
9. Overall people management (including remote workers) and performance and development reviews of the team.
10. Omnichannel process management - B2B / B2C.
11. Coordinates with other internal departments to incorporate plans to increase customer satisfaction.
12. Responsible for Health, Safety & Wellbeing of the team.
Additional Skills/Qualifications Required:
1. Experienced in Customer Service Supervisory/Management position.
2. Experienced in leading and motivating a team, responsible for people management and align with Annual People Cycle.
3. Excellent Communication and Organisational Skills.
4. Logical thinker with a strong attention to detail.
5. Natural problem solver.
6. Prepared to travel within UK and potentially Europe to some internal & external meetings.
7. Willingness to work in a demanding and customer-focused environment.
8. Ability to build and maintain employee and customer relationships.
9. Good Microsoft Office skills with specific focus on Excel, Word, PowerPoint, Outlook, Workday.
10. Microsoft Dynamics CRM or similar CRM system.
11. Knowledge of SAP/AS400 platforms advantageous.
Last date to apply: We are continuously accepting applications.
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