Welcome to Körber Supply Chain Ltd., where innovation meets excellence! As a global leader in automation solutions, Körber is dedicated to transforming industries and driving efficiency to new heights. Our cutting-edge technologies and comprehensive services empower businesses to achieve unparalleled productivity and precision.
Are you ready to take your career to the next level? Join our dynamic team at Körber Supply Chain Ltd. as the new Customer Services Manager and become a key player in revolutionizing the UK automation industry! As a leader in innovation, you’ll have the opportunity to shape exceptional customer experiences, drive impactful solutions, and work alongside a passionate team. Embrace the challenge, unleash your potential, and make a real difference in a company that values your growth and success.
Position Overview:
The Customer Services Manager will oversee and enhance the customer service operations within our parcel and automation divisions. This role requires a proactive leader with a strong background in customer service management, excellent communication skills, and a passion for technology and automation.
Key Responsibilities:
* Manage business development in service on a strategic level for our existing customers, with a focus on achieving service sales targets.
* Grow long-term relationships with customers and capitalize on service and partnership opportunities.
* Ensure that the Service Support contracts are delivered according to terms and that the Customer relationships are managed.
* Collaborate with sales, technical support, and product development teams to ensure seamless customer interactions and support.
* Oversee small projects at customer sites, ensuring service teams deliver satisfactory and complete results.
* Lead, manage, and coordinate the field service team, ensuring high levels of customer satisfaction and maintenance support.
* Develop and implement customer service policies and procedures to improve service delivery and customer experience.
* Handle escalated customer inquiries and complaints, providing effective resolutions in a timely manner.
* Monitor and analyse customer service metrics and KPIs to identify areas for improvement.
* Train, mentor, and develop field service team to enhance their skills and performance.
* Stay updated on industry trends and advancements in automation technology to identify opportunities for revamps/rebuilds and better serve existing customers.
* Manage the negotiation of service contract pricing when necessary.
Qualifications:
* HNC/HND or Degree qualified in Engineering.
* IOSH/NEBOSH Health & Safety qualification.
* Minimum of 5 years of experience in customer service management, preferably within the automation or technology industry.
* Experience managing maintenance budgets.
* Strong leadership and team management skills.
* Excellent communication and interpersonal skills.
* Ability to handle high-pressure situations and resolve conflicts effectively.
* Knowledge of automation technologies and industry trends is a plus.
* Strong customer service experience and management is a prerequisite.
* Experience of negotiating and compiling service contracts.
* History of managing and developing customer accounts successfully.
* History of implementing and managing continuous improvement initiatives.
* Must hold a valid driver’s license.
* Must be willing to travel extensively within the UK to be present at customer sites.
Benefits:
* Competitive salary and performance-based bonuses.
* Pension plan with company contribution.
* Simply Health benefit.
* Opportunities for professional development and career advancement.
* A dynamic and collaborative work environment.
Recruitment Team
For questions please contact us via jobs@koerber.com. We work with selected partners and therefore ask recruitment consultancies to refrain from contacting us by mail or telephone.
Please apply exclusively via the “Apply now” button.
The Körber Business Area Supply Chain is part of the international technology group Körber with about 13,000 employees and more than 100 locations worldwide. We uniquely provide a broad range of proven, end-to-end supply chain solutions fitting any business size, strategy or appetite for growth. Our customers conquer the complexity of the supply chain thanks to our portfolio that includes software, automation, mail and parcel solutions, voice solutions, robotics, and materials handling – plus the expertise to tie it all together. Körber helps to manage the supply chain as a competitive advantage. Conquer supply chain complexity – with Körber.
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