Senior Customer Service Manager
Global Manufacturing Business
Management of teams across UK & Europe
£55,000 - £65,000 plus bonus & benefits (disclosed below)
Leeds with Hybrid approach
Client Details
Page Group are working with a Global Manufacturer who are a market leader within their industry. They are now looking for a Senior Customer Service Manager to join them at their offices in Leeds. This role will oversee teams across the UK, Germany, France & Denmark, and will be key as the business continues to achieve key objectives.
Description
1. Overall responsibility for European Customer Service Strategy and activities, with 3 direct reports and a wider team of 13FTE.
2. Process and Procedures: Ensure processes are standardized across all European sites, ensuring procedures are fit for purpose and service provided is identical across all sites.
3. People Management: Provide direct management to 3fte (UK & Europe), ensuring they have all the tools and resources available to be successful and support business-wide objectives.
4. Customer Service: Create a culture of world-class service across the business area, ensuring European B2B customers are satisfied and encourage retention.
5. Stakeholder Management: Build strong internal relationships across Production, Commercial, Logistics, Supply Chain, and Finance.
6. Order Management: Manage the cradle-to-grave process for customer orders, ensuring customers are kept up to date with any potential changes, assigning orders, working closely with production planning, and arranging logistics and export documentation.
7. Logistics and Export: Ensure correct export processes and documentation in line with regulations, along with arranging and managing logistics with both internal and 3rd party carriers.
8. Continuous Improvement: Drive continuous improvement activities across the customer journey, identifying ways to improve service levels, efficiency, productivity, and compliance.
Profile
Essential
1. Experience in a similar customer service management role.
2. Experience in a manufacturing/supply chain/export environment.
3. Strong customer-focused approach.
4. Extensive stakeholder engagement.
Desirable
1. European language (French or German).
2. Knowledge of export documentation.
3. Management of multiple teams or multi-site operations.
Job Offer
This is a fantastic opportunity to join a true industry leader within the Global Manufacturing Space. Based in Leeds, the role will require occasional travel to other sites. A hybrid approach is on offer with 2 days working from home.
Salary
£55,000 - £65,000
Bonus
Up to 15% (business and personal performance)
Pension
Up to 11% employer contribution
Holidays
25 Days plus bank holidays, with the ability to buy and sell up to 5 extra days.
Benefits
* Private medical
* x6 life assurance
* Free on-site gym
* Free parking
* Many more salary sacrifice benefits available
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