Customer service manager

This role is for a highly motivated Customer Service Manager with excellent leadership skills and a passion for customer satisfaction. You will be responsible for managing our dedicated Customer Service team, ensuring a high standard of customer service delivery in the industrial manufacturing distribution industry.

Client Details

This company is a well-established player in the small components manufacturing industry distributing a high volume of low-value small parts. With a team of over 1000 employees based in Manchester, the organisation is committed to providing superior products and services to its clients, consistently enhancing its market reputation.

Description

Key responsibilities will consist of:

• Lead and manage the Customer Service team to deliver exceptional service.
• Develop and implement customer service policies and procedures.

• Providing continuous assistance to team members handling orders, complaints, and delivery challenges.

• Generating regular reports for senior management to track sales and identify slow-moving items.
• Maintaining frequent communication with customers via email, phone, or in-person visits to nurture relationships and resolve any concerns.
• Conducting an annual customer satisfaction survey, analysing feedback, and implementing improvement strategies based on the results.
• Handle complex customer service issues and oversee resolution.
• Monitor and analyse performance metrics and implement improvement strategies.
• Provide training and coaching to team members to ensure continued development.
• Ensure compliance with industry regulations and company policies.
• Regularly monitoring the performance of team members to ensure efficiency.
• Accurately managing and inputting orders into MPL/FRA and Presto platforms to meet customer requirements.
• Guiding international stores on prioritising deliveries as needed.

Profile

A successful Customer Service Manager should have:

• Have a minimum of 3 years' experience working in a customer managerial position
• Strong abilities to communicate with team
• Have strong leadership skills and have the ability to motivate and direct other team members
• Have excellent communication skills, both verbal and written
• Have strong attention to detail
• Work well within a fast-paced environment
• Ideal knowledge of the manufacturing industry
• Ideal know-how of sales order processing & invoice inputting processes
• Have good working knowledge of Microsoft Office

Job Offer

• Basic salary starting at £32,700
• Discretionary team performance based bonus
• Progressional earning potential
• Career development progression into directorate route
• Exposure to B2B industrial manufacturing competitive landscape
• Pension contribution
• 2x salary life assurance
• Basic holiday allowance + bank holidays