Customer Service Manager

TN United Kingdom; Bramford; On-site; GBP 40,000 - 45,000; Full time

Job summary

An established industry player in manufacturing is seeking a Customer Service Manager to enhance their Aftersales department. This full-time role offers a unique nine-day working fortnight, allowing for a better work-life balance. You will lead a dedicated team, ensuring exceptional service and efficient operations while collaborating with dealers and distributors. The company provides a supportive environment with ample opportunities for professional development and a comprehensive benefits package, including generous holiday entitlement and a pension scheme. If you're passionate about customer service and team leadership, this role is a perfect fit for you.

Benefits

Nine-day working fortnight

30 days holiday

Company pension scheme

On-site golf course

Employee Assistance Programme

Long service awards

Discounted cinema tickets

Opportunities for learning and development

Qualifications

• Strong analytical skills and passion for data interpretation.
• Experience in customer service or sales management preferred.

Responsibilities

• Oversee the Aftersales department ensuring the highest customer experience.
• Manage a team of customer service and dispatch administrators.

Skills

Analytical Skills

Leadership

Customer Service Management

Organizational Skills

ERP Systems (SAP)

Power BI

Microsoft Office (Excel)

CRM Systems (Salesforce)

Education

Degree or equivalent qualification

Tools

SAP

Power BI

Microsoft Office

Salesforce

Job description

A manufacturing and production client of ours in the Ipswich area is 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. The salary ranges from £40,000 to £45,000 per annum, depending on relevant skills & experience.

The Customer Service Manager will oversee the Aftersales department, ensuring the highest customer experience. Key duties include:

1. Managing a team of 10 customer service and dispatch administrators, ensuring timely and accurate responses to customer queries, and dispatching and invoicing orders within SLA.
2. Managing pricing strategies for spare parts and accessories to meet financial targets.
3. Collaborating with dealers to share best practices in ordering, promotions, and pricing.
4. Engaging with dealers and distributors to increase parts sales and support end users.
5. Monitoring KPIs, analyzing data, and coaching staff accordingly.
6. Improving operations through system performance monitoring, problem resolution, audits, and quality assurance.
7. Handling customer complaints in collaboration with relevant departments.
8. Managing relationships with delivery companies to optimize delivery options.
9. Working with Warehouse teams to enhance process efficiency and customer service.
10. Developing training resources for dealer staff on system usage.

Skills and experience required:

1. Strong analytical skills with a passion for data interpretation.
2. Leadership, management, and staff development experience.
3. Experience in customer service or sales management preferred.
4. Commitment to delivering exceptional service and understanding dealer/end-user needs.
5. Excellent organizational skills and ability to manage multiple projects under pressure.
6. Proficiency with ERP systems (preferably SAP), Power BI, and Microsoft Office (especially Excel).
7. Familiarity with CRM systems, ideally Salesforce.
8. Degree or equivalent qualification is desirable.

Benefits include:

1. A nine-day working fortnight (every other Friday off).
2. 30 days holiday including Bank Holidays.
3. Company pension scheme with 6% employer contribution.
4. On-site golf course and football pitch.
5. Employee Assistance Programme.
6. Long service awards.
7. Perks at work such as discounted cinema tickets.
8. Opportunities for learning, development, and progression.

If you meet the criteria and wish to apply, please send your CV and contact Katie at Prime Appointments for a confidential discussion. #officejobs