Escape Recruitment Services Commercial Division are supporting recruiting for our client, a successful growing SME organisation based in Kilmarnock; they have an exceptional opportunity for an experienced Customer Service Team Manager to join them on a permanent basis. This role is fully site based.
Responsibilities Include
1. Day to day operation management of the Customer Service team (circa. 5)
2. Ensure that excellent customer service is delivered as standard to internal and external customers
3. Coach, develop and train the Customer service team
4. Use data to create planning and monitoring KPI's
5. Investigating and resolving Customer issues and escalations
6. Work closely with internal departments across the business
7. Lead the team to prioritise, achieve daily tasks and meet deadlines
8. Ensure team are achieving Customer service level agreements
9. Maintain stock levels and provide stock reporting as required
10. Conduct regular team meetings and one to ones
11. Attend and participate in Management Sales meetings
12. Review internal processes and identify opportunities for improvement
13. Provide forecasting and reporting to internal teams
14. Provide hands-on support to team members as required
Experience Required
1. Previous experience of working in a similar role which would include Team Manager, Team Leader, Customer Service Manager etc
2. You will be able to demonstrate your people management experience, whilst working in a fast paced, hands-on operation role
3. Experience of working within Manufacturing, Distribution &/or Supply Chain is essential
4. Previous experience of working in a SME organisation that has experienced progressive growth
5. Exceptional communication skills, able to lead by example by delivering high customer service standards
6. Strong commercial and business acumen
7. Exceptional planning and prioritising skills
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