A manufacturing and production client of ours in the Ipswich area is recruiting a Customer Service Manager to join their team. This is a full-time position working Monday - Thursday 8.15am - 5.00pm and Friday 8:15am - 4:45pm, with every other Friday off. The salary ranges from £40,000 to £45,000 per annum, depending on relevant skills & experience.
The Customer Service Manager will oversee the Aftersales department, ensuring the highest customer experience. Key duties include:
1. Managing a team of 10 customer service and dispatch administrators, ensuring timely and accurate responses to customer queries, and dispatching and invoicing orders within SLA.
2. Managing pricing strategies for spare parts and accessories to meet financial targets.
3. Collaborating with dealers to share best practices in ordering, promotions, and pricing.
4. Engaging with dealers and distributors to increase parts sales and support end users.
5. Monitoring KPIs, analyzing data, and coaching staff accordingly.
6. Improving operations through system performance monitoring, problem resolution, audits, and quality assurance.
7. Handling customer complaints in collaboration with relevant departments.
8. Managing relationships with delivery companies to optimize delivery options.
9. Working with Warehouse teams to enhance process efficiency and customer service.
10. Developing training resources for dealer staff on system usage.
Skills and experience required:
1. Strong analytical skills with a passion for data interpretation.
2. Leadership, management, and staff development experience.
3. Experience in customer service or sales management preferred.
4. Commitment to delivering exceptional service and understanding dealer/end-user needs.
5. Excellent organizational skills and ability to manage multiple projects under pressure.
6. Proficiency with ERP systems (preferably SAP), Power BI, and Microsoft Office (especially Excel).
7. Familiarity with CRM systems, ideally Salesforce.
8. Degree or equivalent qualification is desirable.
Benefits include:
1. A nine-day working fortnight (every other Friday off).
2. 30 days holiday including Bank Holidays.
3. Company pension scheme with 6% employer contribution.
4. On-site golf course and football pitch.
5. Employee Assistance Programme.
6. Long service awards.
7. Perks at work such as discounted cinema tickets.
8. Opportunities for learning, development, and progression.
If you meet the criteria and wish to apply, please send your CV and contact Katie at Prime Appointments for a confidential discussion. #officejobs
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