Customer Service Manager

TN United Kingdom; Belfast; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading company in sustainable aquafeed solutions is seeking a Customer Service Manager to lead a team, ensuring effective service delivery and fostering a customer-focused culture. The role involves managing customer relationships, resolving issues, and driving continuous improvement in service delivery.

Benefits

Professional growth opportunities

Qualifications

• Excellent communication and problem-solving skills.
• Strong CRM system knowledge.
• Ability to inspire change and influence others.

Responsibilities

• Lead a team of customer service representatives.
• Prepare tenders and quotations, liaise with Sales.
• Address customer complaints and escalations efficiently.

Skills

Communication

Problem Solving

Management

Tools

CRM System

Job description

Job Description: Customer Service Manager

Nutreco, a member of the SHV family, is committed to 'Feeding the Future' through sustainable and innovative practices. Nutreco operates through two main business lines: Skretting, a global leader in innovative aquafeed solutions, and Trouw Nutrition, which specializes in advancing livestock health and productivity.

We are seeking a Customer Service Manager to lead a team of customer service representatives. The role involves ensuring effective service delivery to internal and external customers, handling complaints and escalations, maintaining a positive service environment, and fostering a customer-focused culture. Additionally, the manager will work to improve employee engagement.

Key Responsibilities:

1. Sales and Support: Prepare tenders and quotations, liaise with Sales, Purchasing, and Finance, and renegotiate contracts to maintain customer relationships while meeting volume, quality, and price standards.
2. Resolving Customer Issues: Address customer complaints and escalations efficiently.
3. KPIs and Continuous Improvement: Establish, track, and refine service-related KPIs such as OTIF, NPS, DSO, and accuracy metrics. Identify bottlenecks, analyze, and optimize processes for continuous improvement.
4. Data Management: Manage billing, recalculations, and customer data in accordance with company procedures and compliance standards.
5. Leadership: Set objectives, review performance, and provide feedback to team members to ensure clarity of expectations and performance standards.
6. Customer Relationship Management: Develop relationship plans for key accounts, build relationships with decision-makers, and facilitate effective communication and issue resolution.
7. Operational Compliance: Monitor performance and behaviors to ensure compliance with organizational policies and regulations.
8. CRM System Oversight: Oversee CRM system implementation and maintenance, identify improvement opportunities.

Ideal candidates will have excellent communication and problem-solving skills, strong CRM system knowledge, and the ability to inspire change and influence others. An understanding of manufacturing challenges and performance is also desirable.

Key Skills:

• Management experience in Customer Service, Sales, or Logistics

Why Join Us:

Enjoy a full-time role in an international, dynamic environment with opportunities for professional growth within Nutreco and the SHV group.