Head of Customer Operations & Experience

Michael Page; Wakefield; On-site; GBP 55,000 - 70,000; Full time

Job summary

Michael Page is recruiting a Head of Customer Service for a Wakefield-based manufacturing group. The role leads customer operations, including order processing, CS, quotations, aftersales and distribution, with four days on site.

The successful candidate will design and implement the customer experience strategy, optimise processes, automate where possible with ERP/CRM, and collaborate across Sales, Production, Finance and Supply Chain to drive satisfaction and on-time delivery.

Qualifications

• Background within Manufacturing, Distribution or Supply Chain led business (Must)
• Understanding of order management process
• Experience implementing new processes and procedures
• Experience implementing new technologies - ERP / Order Management / CRM
• Ability to motivate and inspire large teams
• Continuous improvement knowledge

Responsibilities

• Lead & manage customer operations functions including Order Processing, CS, Quotations, Aftersales & Distribution
• Create and implement the customer experience strategy across the business
• Review processes and procedures to drive performance in customer satisfaction, efficiency and lead times
• Identify opportunities to automate manual processes through new technologies
• Collaborate with manufacturing & production planning for distribution plans
• Manage relationships with 3rd party logistics providers and review performance
• Foster a customer-first culture across the department and wider business
• Own escalated customer issues
• Create, implement and review KPI & SLA within customer operations
• Produce reports on customer activity, feedback and market trends for directors

Skills

Leadership

Order management

Continuous improvement

Team motivation

ERP / CRM integration

Tools

ERP

CRM

Order Management

Job description

Michael Page is recruiting a Head of Customer Service for a Wakefield-based manufacturing group. The role leads customer operations, including order processing, CS, quotations, aftersales and distribution, with four days on site.

The successful candidate will design and implement the customer experience strategy, optimise processes, automate where possible with ERP/CRM, and collaborate across Sales, Production, Finance and Supply Chain to drive satisfaction and on-time delivery.