Customer Service Process Manager

• Managing / implementing process across Customer Service, Servicing & Internal Sales
• Working across wider business to drive improvements
• Chesterfield Area - on-site
• Up to £55,000 doe
• Manufacturing & Engineering sector

Client Details

Page Group are proud to be working with a European Industry leader within the manufacturing & engineering space, who are looking to a point a Customer Service Process Manager to join them at their Chesterfield Offices.

The role will have responsibility for reviewing, implementing and changing process and procedures across Customer Service, Internal Sales & Servicing, working with both internal and external stakeholders to drive improvements across the department

Description

• Responsible for reviewing, changing and implementing process and procedures within Customer Service, Internal Sales and Servicing, that fundamentally improve efficiency and customer satisfaction
• Work closely with service manager to understand areas for improvement and pain points, to identify areas for improvement
• Take ownership of escalated customer issues
• Ensure SLA's around timescales are adhered to at all times in regards to timescales on repairs and servicing, to ensure customer satisfaction is maintained and ensure no financial impact to either party
• Ensure all quotations are closed with an up to date outcome
• Ensure contractual KPI's are achieved within service and customer service in line with pre agreed customer expectations
• Undertake account reviews to ensure customers are happy with service provided and mitigate any potential issues long terms
• Ensure the CS team best allocate service engineers based on customer requirements, taking into account contractual requirements, efficiency and effectively manage all available resource
• Work closely with sales function to understand customer expectations
• Create and present reports around service and customer satisfaction to the SLT
• Ensure Sales Orders area managed to keep customers updated on lead times
• Work closely with production and production planning to ensure accurate lead times are given to customers

Profile

• Experience managing a Customer Service, internal sales or servicing function
• Strong attention to detail
• Ability to manage strict KPI's / SLA's
• Customer focused approach
• Excellent stakeholder management experience
• Understanding of manufacturing, servicing or engineering environments

Job Offer

The role of Customer Service Process Manager will join a European market leader within their sector.

The position is based in Chesterfield and is fully on site, offering a salary of up to £55,000 doe, private medical insurance, free parking, 25 days holiday plus bank holiday, and company pension