To lead and develop a customer-centric team, to align to the Alliance strategy of having the customer first mindset. To ensure the team are fit for purpose.
Accountabilities:
* Manage and run the Customer Service department servicing the EMEA customer business and contribute to meeting company-wide Supply Chain performance and strategy objectives.
* Help the business explore and develop its E-Commerce customer support knowledge, in line with Alliance’s strategy.
* Develop digital as well as traditional customer service methods, research and be aware of developments in new technology and methods to optimize systems within the team – for example CRM.
* Be the voice of the customer to internal stakeholders within Alliance. Ensuring that customer’s needs are a priority in internal stakeholder meetings.
* Manage escalations from within the Customer Services team to ensure the best outcomes for our customers
* Manage all department activities, including order management, import license tracking/maintenance, WDA process and checks, and aged debt collection
* Drive efficiency both internally and externally with a continuous improvement mindset.
* Support the Inventory Team with warehouse related stock reconciliation activities related to customer service activities. This may include root cause and CAPA.
* Understand the reasons for returns and review trends to highlight areas of improvement
* Manage related Standard Operating Procedures and Work Instructions to ensure they are fit for purpose and accurate.
* Represent Customer Services on other Company projects as required
* Support the business in all necessary administrative duties
* Support with any audits as necessary.
* Develop the customer services team to their full potential. Ensuring the team have development plans in place.
* Due diligence and integration support for new acquisitions
* KPI Management and setting for Customer Service activities including root cause and CAPA
* Ensure headcount resource meets the needs of the business’s long-range plans.
Functional Experience
Must Have:
* Minimum GCSE grade 5-9 or equivalent in English and Mathematics
* A self-starter, who is detailed and accurate, a good problem solver with an empathetic nature, who is able to work well within a team.
* Understands when to escalate issues
* An ability to resolve customer queries from beginning to end
Nice to Have:
* An understanding of how to deal with different cultures and being adaptable to changing ways of working as needed
* Able to work alongside colleagues across the whole business to find the best customer outcomes
Career Experience
Must Have:
* Existing customer services experience or other customer facing role appropriate to this position, demonstrating an ability to communicate across teams and to senior management
Nice to Have:
* Experience of managing a team and of developing and training individuals and supporting through coaching when needed.