Customer Service Manager

Posted 18 April by Nigel Wright Group
Easy Apply
Competitive salary
Middlesbrough , Cleveland
Permanent, full-time

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Posted by Nigel Wright Group
Company
Nigel Wright is delighted to be working with a leading manufacturing business to recruit a Customer Service Manager, this is a fantastic opportunity to join a successful team in a newly created role.

Role
Reporting into the Head of Supply Chain, the customer service manager will be responsible for leading a small team and will be responsible for ensuring a high level of customer engagement, interaction and satisfaction for all customers.
  • Site lead for customer relationship management, critical point for customer interface and will be the voice of the customer internally.
  • Lead a small team to coordinate healthy pipeline of NPI.
  • Providing day to day leadership, management, coaching and mentoring to the team of site based Customer Service Advisors to manage order intake and to ensure OTIFD
  • Cross functional internal stakeholder management, to ensure that relationships and communications are smooth with the likes of production, internal sales and external sales.
  • Handling escalations from external customers and internal functions.
  • Continuously improving the customer experience.

Experience
  • Previous customer service team management experience ideally within a manufacturing environment.
  • Passionate about delivering excellent customer experience / customer management.
  • Strong IT skills and the ability to learn and utilise CRM systems swiftly and effectively.
  • The ability to manage escalated customer service situations with internal and external stakeholders.
  • Data management and analysis to translate into customer messaging and planning
  • The ability to review and constantly improve customer service systems and processes, in conjunction with relevant stakeholders.

Reference: 52501868

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