Head Of Customer Service

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

Head of Customer Service

Manufacturing Industry

£55,000 - £70,000

Wakefield Are - 4 days on site

Newly created role focused on customer operations leadership, plus process, procedures and systems implementation'sClient Details

Our client are an industry leading manufacturing business within their sector and are going through a period of sustained growth. To ensure their service levels meet increased customer demand, they are now looking for a Head of Customer Service to join the business to ensure their internal infrastructure is fit for purpose, and ensures smooth delivery of customer satisfaction

Description

• Lead & manage customer operations functions including Order Processing, CS, Quotations, Aftersales & Distribution
• Create and implement the customer experience strategy across the business
• Conduct and in-depth review of process & procedures, identifying opportunities & areas to drive positive change that improve performance across customer satisfaction, efficiency, and lead times
• Identify opportunities to automate manual processes through the implementation and adoption of new technologies
• Work closely with manufacturing & production planning to create distribution plans based on customer requirements, lead times and stock availability
• Manage relationships with 3rd party logistics providers - ensuring service levels are met and reviewing contractual performance
• Create a customer first culture across both the department and wider business, ensuring each business areas is aware of how they can have a positive impact on customers
• Take Ownership of escalated customer issues
• Create, implement and review KPI & SLA within the customer operations
• Create reports based on customer activity, feedback and market trends, identifying opportunities before presenting to key directors in the business
• Work collaboratively with senior leaders across the business including Sales, Production, Finance & Supply Chain

Profile

A successful Head of Customer Service should have:

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

Job Offer

Salary between £55,000 and £70,000, dependent on the level of experience.

Wider package to be disclosed on application

Wakefield based - 4 days on sire