Zachary Daniels are delighted to be partnered with a growing international brand in the recruitment of a Customer Service & Operations Manager.
This role is key in ensuring customer satisfaction. Managing a growing team, you will ensure they provide elevated focus and create superior OTIF availability and delivery controls for all orders, with a strong focus on collaboration internally and externally. Working closely with Demand Planning, Finance, and Logistics, this role is essential in maintaining long-standing relationships while ensuring new clients have the best possible experience to become repeat customers.
Responsibilities
The scope of responsibilities is wide-ranging from the customer interface at the point of entry to organizational, structural, process, and systems management.
1. Oversee and nurture relationships with key strategic partners across the globe.
2. Bring improvement through organizing responsibilities, development, training, support, and process improvements.
3. Increase productivity by reducing non-value-added activities to re-deploy to value-added activities.
4. Review escalations from external customers to the customer service team and recommend improvements.
5. Assist the Local Operations Manager in fostering productive work environments.
6. Set standards of excellence and provide guidance on how to achieve and monitor them (e.g., turnaround time for quotes and order processing, telephone response times, maintenance of the order book, etc.).
7. Oversee regional teams of Key Account Specialists and Coordinators to ensure the order book is managed efficiently. Be a go-to support for all team members.
8. Collaborate with regional sales leads and team members where needed to ensure delivery of goods in line with special launches, marketing activity, etc., across the region.
9. Report OTIF-KPIs and drive lead improvement projects.
10. Create visibility of product availability status to Sales, Marketing, and other internal stakeholders relevant to the local market.
11. Owner of the order book. Responsible for maintaining an accurate and up-to-date order book, owning all needed order adjustments, and backorder clean-up.
12. Own and improve the team succession pipeline and employee development.
Experience
1. Experience of managing a growing team.
2. An understanding of dealing with change and transformation.
3. Experience of working with Salesforce systems.
4. Proven experience of working with blue-chip and SME partners.
5. Extensive experience in B2B businesses.
6. Team player in a matrix organization with flexibility to respond to rapidly changing business priorities while working with multiple stakeholders.
This is a brilliant opportunity to join a growing business that still has a family feel and an unbelievable head office culture! If you have the right experience and skillset, apply now!
BBBH32200
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