Senior Customer Service Manager
Client Details
Page Group are working with a Global Manufacturer who are a market leader within their industry and are now looking for a Senior Customer Service Manager to join them at their offices in Leeds. This role will oversee teams across the UK, Germany, France, and Denmark, managing 3 Customer Service Managers and 13 FTEs.
Description
* Overall responsibility for European Customer Service Strategy and activities, with 3 direct reports and a wider team of 13 FTE.
* Process and Procedures - ensure processes are standardized across all European sites, ensuring procedures are fit for purpose and service provided is identical across all sites.
* People Management - Provide direct management to 3 FTE (UK & Europe) ensuring they have all the tools and resources available to be successful and support business-wide objectives.
* Customer Service - Create a culture of world-class service across the business area, ensuring European B2B customers are satisfied and encouraging retention.
* Stakeholder Management - build strong internal relationships across Production, Commercial, Logistics, Supply Chain, and Finance.
* Order Management - manage the cradle-to-grave process for customer orders, ensuring customers are kept up to date with any potential changes, assigning orders, working closely with production planning, and arranging logistics and export documentation.
* Logistics and Export - ensure correct export processes and documentation in line with regulations, along with arranging and managing logistics with both internal and third-party carriers.
* Continuous Improvement - Drive continuous improvement activities across the customer journey, identifying ways to improve service levels, efficiency, productivity, and communication.
Profile
Essential
* Experience in a similar customer service management role.
* Experience in a manufacturing/supply chain/export environment.
* Strong customer-focused approach.
* Extensive stakeholder engagement.
Desirable
* European Language (French or German).
* Knowledge of export documentation.
* Management of multiple teams or multi-site operations.
Job Offer
This is a fantastic opportunity to join a true industry leader within the Global Manufacturing Space. Based in Leeds, the role will require occasional travel to other sites. A hybrid approach is on offer with 2 days working from home.
Salary: £55,000 - £65,000
Bonus: up to 15% (business and personal performance)
Pension: up to 11% employer contribution
Holidays: 25 days plus bank holidays with the ability to buy and sell up to 5 extra days
Private Medical
Life Assurance: x6
Free On-Site Gym
Free Parking
Many more salary sacrifice benefits are available.
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