VANRATH are delighted to be assisting a fantastic FMCG (Food) based company with the recruitment of a Customer Service Manager. This will be based in the Company's site in Newry.
Salary: Fully Negotiable + Fantastic Benefits Package - Yearly Salary Reviews - Progression Opportunities
Responsibilities:
1. Operations Management:
Oversee the day-to-day operations within the Customer Service Department, ensuring smooth and efficient service delivery.
2. Team Leadership and Supervision:
Supervise the customer service team, ensuring they provide professional, friendly, and responsive service that meets customer needs.
Conduct performance reviews for team members, providing constructive feedback and setting realistic, achievable goals aligned with business objectives.
Train and onboard new team members, providing a structured program to ensure they understand industry-specific processes and standards.
3. Customer Service and Issue Resolution:
Address customer complaints promptly, ensuring they are monitored, recorded accurately, and resolved with effective solutions.
Monitor and manage special orders or customer requirements, ensuring they are fulfilled accurately and on time, from the initial request to final delivery.
Review and implement industry-specific processes tailored to the food manufacturing sector to improve service quality and operational efficiency.
Ensure all orders are processed accurately and before the daily cut-off time to meet production and delivery schedules.
Manage the orders inbox, ensuring timely responses to communications and fair distribution of workload among team members.
The Ideal Person:
1. Industry Experience:
Strong experience in the food manufacturing or food services industry, preferably with a focus on customer service management.
2. Communication and Leadership:
Excellent communication and interpersonal skills, with the ability to effectively manage a team and build strong customer relationships.
3. Problem-Solving and Customer Focus:
Strong problem-solving skills with a proactive and customer-focused approach.
Ability to work under pressure in a fast-paced environment, ensuring high levels of customer satisfaction.
4. Commercial and Analytical Skills:
Commercially minded with the ability to analyse data and implement changes to improve service quality.
5. Organizational Skills:
Strong organizational skills and attention to detail, ensuring that all customer requirements are managed effectively.
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