Techniche Global are supporting an automotive company to appoint a Customer Service Manager responsible for day-to-day running of the department, ensuring that customer care is consistent and of a high quality. Salary: £30-32k plus company benefitsLocation: Harlow - 100% onsiteDuration: perm / full time Hours and days of work - Monday to Thursday 8am to 5pm (30 minutes lunch break) & Friday 8am to 2pm Key Responsibilities: To monitor and maintain customer care standards across the customer base and ensure that they are consistently applied. To proactively manage the customer service function and team, ensuring the customer is given clear communication, receives on-time deliveries and a high level of day-to-day service. To investigate and suggest improvements in procedures in order to maximise customer care given by the department and internal efficiency. To ensure that major customers receive the highest quality service possible. To manage receipt and order fulfilment process for customer orders, ensuring customer requirements are communicated and met throughout the business including, but not limited to, S &OP, customer complaints and corrective actions. To monitor individual performance within the department and raise standards where required by appropriate training/counselling. To ensure effective communication to appropriate members of the Sales Team/Commercial Department concerning market information, price lists and competition. To report effectively to the Marketing Manager and Sales Administration on matters concerning the above as appropriate. General Responsibilities: Completion of monthly reports, including customer delivery performance, order input accuracy, transport costs etc. Collation of customer survey data and progression of any actions required. Error analysis – progress actions/solutions. Departmental KPI monitoring/review. TS16949 Process map management. To conduct Performance Reviews with all direct reports as per the Company’s Performance Review Scheme. To inform the post holders Line Manager of any difficulties in actioning the above and agree resolution. Any other duties which may reasonably be required by the post holders Line Manager or Director.