*About Us*
R D Johns Ltd is the fastest growing independent foodservice provider in the South. Our expansion and dominance in the market make us the leading employer in our industry.
We are looking for a highly driven and experienced Customer Service Manager who can lead our team to success. This is an exciting opportunity for an experienced professional with leadership skills who is looking to make a significant impact with a fast-paced and growing organisation.
The Customer Service Manager will be leading a team of 10 and has full responsibility for managing daily customer-based operations, ensuring that customer inquiries are handled efficiently, and fostering a positive work environment. Your ability to communicate effectively and analyze performance metrics will be crucial in driving team success.
*Key Accountabilities*
1. Lead, mentor and inspire our customer service team with regular performance-related feedback.
2. Train staff in all areas of customer service and company policies & procedures.
3. Provide regular coaching and training to enhance knowledge, sales techniques and customer service skills.
4. Ensure all customer communications are actioned in a speedy manner, such as all calls being answered in required timeframes and all orders processed within product deadlines.
5. Ensure that reports are actioned daily and all post picks have suitable substitutes where applicable.
6. Collaborate working partnerships between the CSA team and the external sales force to meet KPI performance targets and commission goals.
7. Maintain strong relationships both internally and externally with clients and suppliers.
8. Assist with the developments and implementation of service policies, and explain these to staff and customers.
9. Investigate and solve customer queries and complaints.
10. Promote and maintain high levels of upselling and link selling within your team, create focus days for certain product ranges or customer focuses.
11. Work with the buying team and external suppliers in the organization of product focus days.
12. Collate focus day data, submit to supplier and buyers, complete retro and incentive data, reporting and distribution.
13. Report to your senior management on team performance and focus results.
14. Sign off and monitoring of all procurement systems, ensuring all data uploads are completed in a timely fashion.
15. Encourage all team members to take part in focus days, provide them with a base of customers that would align with the products on offer. Create a strong sales focus within the team, leading by example.
16. Full responsibility for rota planning and department personnel working in conjunction with HR.
17. Responsibility for your team in matters of health & safety and fire risk.
18. Conduct the recruitment and onboarding process for your department by reviewing and interviewing applicants for the relevant roles.
19. Monitor staff performance and call data, reporting to the Office Manager.
20. Complete training on products within the team to build product knowledge.
21. Oversee all complaints and product recalls in your remit, ensure all customers are contacted in a timely manner and all actions are recorded.
Finer Details and Benefits
This is a full-time position of 8.30am - 5pm Monday to Friday with additional rota'd Saturdays.
Competitive rates of pay and additional bonus opportunities.
28 days holiday per annum.
Workplace pension.
Staff events.
Staff discount and breakfast Friday.
Free on-site parking.
Job Type: Full-time
Additional pay:
* Bonus scheme
Benefits:
* Company events
* Company pension
* Discounted or free food
* Employee discount
* On-site parking
Schedule:
* Monday to Friday
* Weekend availability
Work Location: In person
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