CompanyNigel Wright is delighted to be working with a leading manufacturing business to recruit a
Customer Service Manager, this is a fantastic opportunity to join a successful team in a newly created role.
RoleReporting into the Head of Supply Chain, the
Customer Service Manager will be responsible for leading a small team and will be responsible for ensuring a high level of customer engagement, interaction and satisfaction for all customers.
- Site lead for customer relationship management, critical point for customer interface and will be the voice of the customer internally.
- Lead a small team to coordinate healthy pipeline of NPI.
- Providing day to day leadership, management, coaching and mentoring to the team of site based Customer Service Advisors to manage order intake and to ensure OTIFD
- Cross functional internal stakeholder management, to ensure that relationships and communications are smooth with the likes of production, internal sales and external sales.
- Handling escalations from external customers and internal functions.
- Continuously improving the customer experience.
Experience- Previous Customer Service team management experience ideally within a manufacturing environment.
- Passionate about delivering excellent customer experience / customer management.
- Strong IT skills and the ability to learn and utilise CRM systems swiftly and effectively.
- The ability to manage escalated Customer Service situations with internal and external stakeholders.
- Data management and analysis to translate into customer messaging and planning
- The ability to review and constantly improve Customer Service systems and processes, in conjunction with relevant stakeholders.
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