Customer Service Manager

Sinclair; Chester; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Customer Service Manager to lead a dedicated team in Chester. This role involves supporting international sales teams and ensuring excellent customer service delivery. The ideal candidate will possess strong administration skills, SAP experience, and effective communication abilities. You will be responsible for managing customer relationships, driving process improvements, and ensuring customer satisfaction through KPIs. Join a company with a commitment to innovation and a focus on developing its people, where you can thrive in a dynamic and collaborative environment.

Benefits

Flexible working hours

Professional development opportunities

Collaborative work environment

Qualifications

• Experience in customer service management with a focus on sales support.
• Strong administration skills and proficiency in SAP and Microsoft Office.

Responsibilities

• Manage the Customer Services Team to deliver a world-class customer experience.
• Act as the key point of escalation for customer queries and liaise with other departments.

Skills

GCSE English & Maths

SAP experience

Effective communication

Microsoft Office

Demonstrable administration skills

Education

GCSE English & Maths (or equivalent)

Tools

SAP

Microsoft Excel

Job description

Customer Service Manager

We are currently recruiting for a customer service manager at our Chester office.

The customer service manager will provide support to International Sales Teams and Distribution Partners as part of the end-to-end forecast to order process.

Ensuring visibility throughout the business of mid to long-range demand forecasts, short term estimated sales and actual sales out as well as maintaining a view of Distribution partner stock cover in order to drive sales and improve order lead times.

This role will also manage the Customer Services Team, including defining the responsibilities and supervising the actions of the customer services team to ensure that the team successfully delivers a world-class customer experience.

Customer service manager will act as the key point of escalation contact for customers and directs queries to other departments when needed

The ideal candidate will have GCSE English & Maths (or equivalent). SAP experience, and demonstrable administration skills

Location: Chester, UK

About Sinclair

Founded in 1971, Sinclair is a global medical aesthetics organisation, that delivers an extensive product range. With an in-house commercial infrastructure, including manufacturing and a network of distributors in leading global markets, our products are sold in 55 countries worldwide.

This is a great time to join Sinclair as we continue to increase our product range and expand into new markets and territories.

Our Vision

Providing aesthetic excellence globally.

Our Mission

Driving the advancement of product quality and customer satisfaction, investing in innovation and people.

Our Values

• Act with Integrity
• Be results driven
• Embrace your winning spirit
• Stay ahead of the game
• One team, one goal

Key Responsibilities

• On boarding of new customers
• Initial and ongoing training for partners on Sinclair processes & timelines

Existing customers

• Weekly/Monthly/Quarterly calls or face-to-face meetings with Customers/Regional Sales Teams, as agreed, to review ongoing business performance including but not limited to; KPI reports, stock holding, orders on hand vs estimates, potential problems, etc.
• Be the single point of contact for day to day account enquiries for key customers
• Be a point of escalation for queries from the Finance/Legal/Reg/Vigilance teams
• For customer enquiries liaise internally and then reply with the answer, or direct to the relevant department where necessary
• Check customer data is up to date to ensure smooth processing of orders

Reporting

• Using information from customer service team update expected orders/estimate files, sending information to Regional Sales Teams for confirmation before entering in to the systems
• Standardise reporting to provide KPI slides by customer when needed by Regional Teams
• Highlight to relevant teams any risks or opportunities
• Develop Customer satisfaction KPIs to be circulated internally in order to monitor and improve performance
• Drive process improvements to streamline tasks and improve reporting – internally and with involvement of Customers/Distribution Partners

Team

• Manage Customer Service team to ensure timely information is passed to other relevant teams
• Develop Customer satisfaction KPIs to be circulated internally in order to monitor and improve performance
• Drive process improvements to streamline tasks and improve reporting – internally and with involvement of Customers/Distribution Partners
• Organise fortnightly cross functional team meetings to share information
• Join monthly regional sales team calls

Your Skills & Experience – Do You Have What it Takes?

Essential:

• GCSE English& Maths (or equivalent)
• English – fluent or native
• Microsoft office, incl intermediate excel
• SAP experience
• Effective communication
• Demonstrable administration skills

Desirable:

• Previous experience in Purchasing or Supply role for FMCG
• Intermediate to Advance excel
• CIPS

A bit about you – do you fit this description?

• Time Management & Priority Setting
• Problem Solving
• Proactive and Action Orientated
• Written and Verbal communication

What We Offer

We have a real focus on developing our people, and by fostering an entrepreneurial culture, we encourage flexibility, accountability and autonomy. The company is full of opportunity for those who wish to grasp it. Our people thrive on engagement, development and a varied workload. You will often be included in projects that require you to collaborate cross-functionally.

This is an exciting opportunity to join a successful company, with big ambitions for the future.

If this sounds like you and you meet the requirements, please apply, we would love to hear from you.

Please note if we receive a high volume of applications, we may close the role before the closing date noted.

By making this application you give consent for personal information to be used in automated decision making processes relating to key job requirements which are stated in this ad.

Sinclair does not accept speculative or unsolicited CVs from Recruitment Agencies. Any unsolicited CVs received will be treated as property of Sinclair and Terms & Conditions associated with the use of such CVs will be considered null and void.