We are looking for a dedicated Customer Service Manager to enhance the customer experience within the industrial / manufacturing sector. The successful candidate will oversee the customer service department, ensuring all operations align with the company's quality standards.
Client Details
This role will be responsible for overseeing the entire customer service function across the UK, ensuring a seamless and efficient experience for both internal and external customers. You will lead a team based in Staffordshire while also overseeing operations at a secondary site in South Yorkshire, with regular travel required between locations.
Description
Lead and develop a high-performing customer service team across multiple locations
Review and optimise customer service processes to improve efficiency and customer satisfaction
Act as the primary escalation point for complex customer issues, ensuring positive resolutions
Monitor and maintain key performance indicators (KPIs) to track service levels and operational efficiency
Work closely with Sales, Operations, and Logistics teams to align service expectations and streamline order processing
Attend regular service reviews with key customers and internal teams to strengthen relationships and identify improvement areas
Oversee customer service budgets, managing costs effectively and ensuring efficient resource allocation
Ensure CRM and ERP systems (such as JD Edwards or Oracle) are utilised effectively for accurate...