EPW1
JOB TITLE: Customer Service Manager
LOCATION: Tamworth
HOURS: Monday-Thursday: 08:30 – 17:00, Friday: 08:30-16:0
Job Purpose: This role will take full ownership of all aspects of Customer Service from processing orders and call offs, to providing a first class after sales service. You will be required to lead, motivate and develop a robust and dynamic team to deliver a first class customer service function.
Key Accountabilities:
1. Lead, motivate and develop a team of 5 ensuring all members of the team are clear about their individual roles and goals
2. Take full ownership for the overall output of the department, identifying areas for improvement and implementing new systems and ways of working
3. Develop reports and KPI’s to monitor and improve performance
4. Provide high level support to Customer Service Co-ordinator by resolving more complex customer issues and co-ordinating the appropriate response/solution
5. Oversee order and call off processing ensuring production and delivery dates are communicated to the customer accurately
6. Manage two Customer Service Engineers ensuring their time is utilized effectively by planning their diary’s, collecting and reviewing inspection reports and authorising overtime
7. Responsible for ensuring all members of the team communicate professionally and effectively with customer by phone an email
8. Day to day contact with customers via telephone or emails relating to order processing, call offs and customer service requirements
9. You will be required to work closely with all areas of the business including Commercial, production, transport, technical and account
10. You will provide holiday cover for the Customer Service Co-ordinator when necessary
Key Experiences and Skills Required:
11. PC Literate – Word, Excel, PowerPoint, SharePoint & Microsoft Teams
12. Excellent communication skills are essential – by phone, email and in person
13. Positive approach and a can do attitude
14. Team leadership experience
15. A curious mind to seek out solutions and a keen problem-solving ability
16. Strong organisational skills, high standards and excellent attention to detail – commercially aware
Personal Attributes:
17. Empowering Others – Delegation of trust, correct controls, feedback, communicate accountability and responsibility
18. Action orientated – Able to deal with problems in appropriate time frames
19. Driven by results – Decisive, confident addressing problems and opportunities, challenging activities to improve performance, demonstrate willingness to challenge accepted methods and standards
20. Effective communication – Clear concise written and spoken, ability at all levels, customer, supplier and internal