Customer Service Lead – Greater Manchester
Simon Acres Recruitment are looking for a highly self-motivated and driven Customer Service Lead for a Kitchen & Bedroom manufacturer based in Greater Manchester.
Our client has an exciting opportunity for a Customer Service Lead within the business as it continues to expand. Our client’s plans are to be ready for further growth and this role will be a key driver in delivering the Customer Service aspect of the operation of this business growth.
Our client is a growing and major player within the Kitchen and Bedroom manufacturing industry in the North-west. This is a strong and real opportunity to be a key contributor to improving quality performance within the business.
Salary: Circa £27,500 per annum
Working Hours: Monday – Friday, 8:00 – 16:30 ( No Weekends )
The Role;
· First point of call in dealing with all customer complaints
· Maintaining close contact with all the relevant team members throughout the business
· Close liaison with the Procurement/ Sales/Production/Warehouse Departments throughout
· Escalating to the Operations Manager and relevant departmental leads to agree remedial plan
· Managing and ensuring delivery of the relevant timelines relating to these remedial plans
· Maintaining communication to the customer with regular updates and progress reports
· Create and deliver to the board relevant KIP’s regarding remedials, costs savings, issues log, RFT rates, OTIF rates, costs of repair, and customer escalation risk
· Analysing the relevant data to identify trends and solutions
· Processing Sales Orders when required
The preferred candidate with have the following Skills/Experience;
*Customer service background with a clear understanding of dealing with customer concerns, and creating a positive resolution
*Advantageous to have experience in the Kitchen and Bedroom manufacturing industry
*IT literate (Essential)
*Numerate / literate (Essential)
*Excellent verbal and written communication skills
*Must be conversant with Microsoft Office package, especially Word and Excel
*Experience of designing /completing and delivering Customer Service KPI’s
*Able to communicate with customers and colleagues to extract and provide relevant information and solutions
*’Can Do’ and ’Flexible’ attitude, and be prepared to work with all areas of the business
*Customer focussed and able to have a sympathetic/empathetic nature when dealing with customers
*Ability to find speedy solutions at minimal cost to the business when dealing with customers, their complaints, and workstream leads
*Advantageous to have sales order processing experience
*Relevant Customer Service qualifications desirable
Simon Acres Recruitment are acting as the employment agency in relation to this vacancy.