HR & Training Jobs In Leicestershire

Our client is using this opportunity to bring in someone new to re-invigorate the department.

You must come from either a manufacturing or logistics background to apply for this position.

Customer Services Manager

Salary: £40K to £50K
Plus pension, BUPA, bonus, and car allowance

Reports to the Sales & Marketing Director

Responsible for a team of 10 Account Advisors.

PURPOSE OF THE JOB
The Customer Service Manager is responsible for providing an industry leading customer service experience that supports the achievement of the company's strategic aims and objectives.
The Customer Service Manager is responsible for the operation and success of the department; for the delivery of product that meets the customer’s requirements and for managing the day-to-day relationship with customers representatives.

MAIN DUTIES
To provide strategic and tactical direction to support the achievement of functional, departmental and businesses objectives.
To ensure your team has sufficient resource, skills and capabilities in place to manage the requirements of the function/department.
As required, to participate and contribute to relevant business meetings.
Devise, produce, monitor and report key metrics and performance indicators to the business to enable the accurate and timely monitoring of customer service performance against targets, including quality and response levels and take action to address any unsatisfactory matters.
To assist in the recruitment, selection and effective induction and integration of new personnel.
To ensure team and individual compliance with relevant legislation, regulations and company requirements.
To manage attendance at work and take action to address unsatisfactory lateness or absence issues within your team.
To manage performance, conduct, discipline and grievance issues within your team, and assist the Company as required to manage such issues generally.
To provide advice, guidance and support to your team and as appropriate recommend and/or require utilisation of the Company’s EAP.
To ensure timely completion of Personal Development Reviews and to coordinate training, development activities (including product training, customer services training, process training).
Manage the daily workload ensuring that work is evenly spread across the team and ensure that all customers orders are processed promptly and all enquires / questions / complaints including e-mails and company deadlines are responded to in a timely manner and in accordance with company/customers expectations.
As appropriate, ensure the team proactively call customers and provide them with the status of their orders, liaising with other Departments as necessary.
Work with the other departments to ensure customer requirements are satisfied.
Identify roadblocks and inefficiencies in business processes and make improvements to ensure customer requirements are met efficiently.
Develop and use the IT systems and the SAP ERP system to maximize efficiency in meeting customers requirements.
Undertake any other duties to the benefit of the Company as reasonably requested.

This vacancy is being advertised by NCR (New Century Recruitment Ltd). The services advertised by NCR are those of an Employment Agency.

Work cooperatively with Territorial Sales Managers, outside Sales Reps, and other team members to develop and manage existing customer base, creating customer relationships, and actively participate in new and existing account development where strategically required by the business with the goal of meeting monthly sales while increasing customer satisfaction.

Main Duties and Responsibilities will include:
· Responding to customer requests for quotes on special order items acting as a liaison between customer and new business development group.
· Understand and develop customer product portfolio as to platform’s, application of use and customer core competency.
· Review and manage order books for key and strategic accounts interacting with customers, purchasing, operations, accounting, quality and the warehouse to insure timely release and on time delivery of customer shipments.
· Proactive verbal communication with customers of issues which will affect our ability to deliver.
· Research and resolve any issues such as returns, short shipments, over shipments, etc.
· General day-to-day problem solving and data entry.
· Daily processing of orders, following detailed procedures, with special attention to accuracy and timeliness.
· Effectively manage and deliver daily/weekly/monthly targets.
· Attend and contribute, on a Rota basis, daily quote meetings and feedback information to team members.

Skills and Experience:
· Customer service oriented and pleasant phone manner.
· Is fluent in the use of various Microsoft applications such as Word and Excel.
· Excellent communication and organisational skills.
· Ability to multi task.
· Work to specific timelines.
· This Role will require to Work closely and in cooperation with all areas of the business. External liaison with customers is the main focus in this role and to exceed expectations.

This vacancy is being advertised by NCR (New Century Recruitment Ltd). The services advertised by NCR are those of an Employment Agency.