Job Title: Customer Service Manager
Location: Barton Under Needwood
Duration: 12 months FTC (maternity cover)
Hours of work: 37 per week, Mon to Thur 8.00am to 4.30pm and Fri 8.00am to 1pm.
Salary: Negotiable
Our Engineering client based in Barton Under Needwood is looking for an experienced Customer Service Manager to join the team with an immediate start..
The role:
The Customer Service Manager is responsible for leading a Customer Service Team, who typically deliver customer interactions across multiple channels to support sales and margin growth in line with the company’s strategic growth plans.
The remit relates to a portfolio of material provision (S&T, Repairs and ad hoc Overhauls). Excludes projects
Responsibilities:
*Lead and develop a customer service team including Customer Service Coordinators and Account Managers to respond to customer requests for quotations and queries,
*process and manage orders and sales invoices and support cash collection
*Deliver a high level of customer service to drive profitable sales growth through service
*Act as the Voice of the Customer across the organisation
*Empower and engage the Customer Service Team Set accountable performance measures for the Customer Service Team
*Create a culture and processes which achieve business goals and objectives with regards to customer service and profitable sales growth
*Manage all sales administration processes in compliance with internal procedures minimising exposure and risk
*Attend reviews with the key customers and attend project reviews to support if required
*Ensure that correspondence is being maintained in adherence with customers contractual terms and logged to protect the company commercial position and manage adherence to the governance
*Liaise with operational, procurement, supply chain teams and technical experts to ensure high level of customer satisfaction
*Lead scheduled reviews with customers using KPIs dashboards (including order book review) supported by Account Managers
*Work with the Account Manager and Business Development Managers to develop opportunities, generate work, build "pipeline" and to secure orders providing profitable future revenue
*Prepare regular reports of progress for internal use and use Customer Insight and Root Cause Analytics to manage customer issues and present these to Customer Service Director
*Identifying and provide feedback through 1:1s, effective use of personal development plans and provision of coaching to the team work effectively with all peers and the Customer Service Director
*Report local market and customer intelligence to procurement and supply chain teams, business development and account management teams and other relevant part of the business to ensure profitable sales growth
*Support the creation of one way of working for UK material provision
*Ensure compliance with company’s procedures and corporate policies
*Promote the Safety of the Railway to ensure that our products and services do not endanger the travelling public, train crew, trackside workers or other stakeholders
*Any other duties as may be appropriate and agreed from time to time.
Background & Experience
*1-3 years Account Management/ Customer Service Management
*Experience of UK Rail Industry ( advantageous)
*Customer focused
*Prover ability to lead and manage
*Strong organisational skills
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