Customer Service Manager

Prime Appointments Ltd; Bramford; On-site; GBP 40,000 - 45,000; Full time

Job summary

A manufacturing and production client in Ipswich seeks a Customer Service Manager to lead their Aftersales department. This full-time position offers an exceptional salary and benefits, including every other Friday off. Responsibilities include managing a team and ensuring excellent customer service while meeting operational goals.

Benefits

30 days holiday including Bank Holidays

Company pension scheme

On-site golf course and football pitch

Employee Assistance Programme

Learning and development opportunities

Qualifications

• Strong analytical skills and data interpretation.
• Demonstrated leadership in customer services.
• Experience in a management customer service environment.

Responsibilities

• Manage a team of 10 customer service administrators.
• Oversee KPIs and improve operational efficiency.
• Investigate and resolve customer complaints.

Skills

Analytical skills

Leadership

Organisational skills

Customer service

Education

Degree level or equivalent

Tools

SAP

Power BI

Microsoft Office

Salesforce

Job description

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A manufacturing and production client of ours in the Ipswich area are recruiting a Customer Service Manager to join their team. This is a full-time position working Monday - Thursday 8.15am - 5.00pm and Friday 8:15am - 4:45pm with every other Friday off . Paying £40,000 - £45,000 per annum depending on relevant skills & experience.

This Customer Service Manager will be responsible for overseeing the Aftersales department for the company. This is an integral role whereby the customers experience are of up-most importance. Key Duties for this role will include but are not limited to:

• Manage a team of 10 customer service and despatch administrators, ensuring that customer queries are answered accurately in a timely manner and customer orders are dispatched and invoiced within SLA
• Manage selling prices of spare parts and accessories offered, providing competitively priced parts in order to achieve the Company's financial targets
• Work with dealers to identify and share best practice in part ordering practices, promotions, and pricing.
• Engage in direct contact with dealers and distributors to develop opportunities to increase parts sales and improve our dealer's ability to support the end user
• Strong knowledge in measuring, monitoring, and coaching against KPI metrics, whilst using data to convert into actionable workforce plans
• Maintain and improve operations by monitoring system performance, identifying and resolving problems, preparing, and completing action plans, completing system audits and analyses, managing system and process improvement, and quality assurance programs
• Oversee the investigation and resolution of customer complaints with relevant departments
• Manage the relationship with delivery companies to provide customers with competitive delivery options
• Collaborate with Warehouse teams to improve efficiency of process and improve the customer service we provide
• Develop resources to train dealer staff in using our systems

Skills and Experience required to be considered for this Customer Service Manager position:

• Strong analytical skills with a passion for interpreting data and sharing insights
• Demonstrated people leadership, management and development skills
• Prior experience in a management customer services/sales environment advantageous
• Committed to delivering exceptional service and understanding the needs and expectations of our dealers, distributors, and end users
• Exceptional organisational skills, with an ability to work well under pressure whilst managing multiple projects and activities
• Proficiency with ERP systems (ideally SAP), Power BI, and Microsoft Office (particularly Excel)
• Familiarity with CRM systems, ideally Salesforce
• Educated to Degree level or equivalent desirable

Great Benefits to working for this company include:

• A nine-day working fortnight (every other Friday off work)
• 30 days holiday inclusive of Bank Holidays
• Company pension scheme (6% employer contribution)
• On-site golf course and football pitch
• Employee Assistance Programme
• Long service awards
• Perks at work (discounted cinema tickets etc.)
• Learning, development & future progression opportunities.

If you feel like you meet the above criteria & would like to be considered for this Customer Service Manager position, please apply with your CV and contact Katie at Prime Appointments for a confidential chat. #officejobs