Customer Service Manager

Jungheinrich; Warrington; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading intralogistics company in Warrington is looking for a Customer Service Manager to ensure the health, safety, and welfare of team members while driving customer satisfaction and efficiency. The ideal candidate will have proven management skills, the ability to coach at all levels, and proficiency in Microsoft 365 and SAP. The position emphasizes a strong customer focus and leadership in a dynamic environment.

Responsibilities

• Promote health, safety, and welfare of people.
• Maintain optimal infrastructure for customer service.
• Ensure adherence to After Sales processes.
• Motivate and ensure team wellbeing.
• Implement best practice processes for maximum satisfaction.
• Collaborate with central teams for organizational objectives.
• Communicate effectively with all customers and suppliers.
• Perform other related tasks as required.

Skills

Work planning/scheduling

Call centre experience

Organizational skills

Management & leadership

Coaching

Time management

Customer focus

Self-starter

Microsoft 365 proficiency

SAP experience

Tools

Microsoft 365

SAP

Job description

Role Responsibilities

• Promote the health, safety and welfare of our people and champion a safety-first culture within our business
• Maintain an optimal infrastructure (human resources, skills and tools) to deliver agreed customer service levels, financial targets as well as defined operational After Sales KPI’s working as an integral part of the service operation
• Ensure adherence to defined After Sales processes and procedures
• Ensure optimal team motivation and wellbeing of the team
• Continuously seek for and help to implement best practice processes to achieve maximum customer satisfaction, efficiency, and profitability
• Within our matrix organisation, work collaboratively with the central teams to deliver the overall objectives of the Customer Service organisation.
• Actively contribute in a positive manner to promoting and accepting change to ensure Jungheinrich UK Customer Service remains at the forefront of the intralogistics industry.
• Effectively communicate with all customers (internal & external) and suppliers via various communication channels tailoring a complete end-to-end aftermarket solution to meet their individual requirements.
• Any other associated tasks required within the customer service operation.

Role Requirements

• Experience of work planning / scheduling
• Experience in a call centre environment is a plus
• Good organizational and multi-tasking skills
• Proven Management & leadership skills
• The ability to manage and coach people at all levels and remotely
• Organised, excellent timekeeper
• Ability to work under pressure, putting the customer at the heart of what we do
• A self-starter to manage their operational requirements
• Proficient in the use of Microsoft 365
• SAP experience

Competencies Requirements

• Analysis
• Business Acumen
• Customer Orientation
• Accountability
• Initiative
• Adaptability
• Attention to Detail
• Flexibility
• Influencing
• Integrity
• Resilience and Tenacity
• Creative problem solving