Job Description Great Bear Minworth are looking for a Customer Service Manager to join the team, who is not afraid to work under pressure. You will be overseeing 8 onsite customers acting as their main point of contact with weekly/monthly calls going through policy, procedures and KPI'S. To be successful in this role you will need to have able to have difficult conversations and manage expectations of both the site and the customer. Within the Customer Service team you will have 6 direct reports, with responsibility of ensuring the team deal with queries within a timely fashion and monitoring their performance through monthly 1-2-1's. Strong knowledge and experience in 3PL logistics will be required to hit the ground running in this role. It would be beneficial to have experience in using SAP, Roadrunner and WMS Systems. This role requires flexibility to work a range of hours between 06:00-18:00 Monday-Friday to meet the customers needs. Daily duties: Manage, lead and direct the daily operations of your team. Ensure team members understand and are equipped to undertake their roles to the best of their ability Develop and implement customer service policies and procedures. Monitor and review team processes using customer / client feedback to implement change and make continuous improvements Plan and maintain the team budget through the control of resources and shift patterns Recruit, mentor and develop team members, nurturing an environment where they can excel through encouragement and empowerment – identify talent for future role Oversee all team activity making business critical decisions and handling complex escalated issues in order to maintain a high standard of client relationship Hold regular meetings with your team to discuss expectations and continuous improvements for them and the team Carry out monthly 1-2-1’s and appraisals - review performance and feedback on development areas and achievements if required Build and maintain strong relationships with internal and external stakeholders Oversee the achievement and maintenance of agreed customer service levels and standards Maintain agreed KPI’s and report on performance and potential improvements Propose and implement business opportunities for growth and service improvements Liaise with company management to support and implement growth strategies