Customer Service Manager

Our client is a global leader in in-store merchandising and communication. They are looking for a Customer Service Manager to lead their Customer Service team, ensuring that customers expectations are exceeded with service and product provision. Reporting to the Purchasing Manager, you will be responsible for leading the Customer Service team and providing a consistently high level of Customer Service at all times. This is an exciting opportunity to work and grow in a business with global scale and big ambitions both for the business and employees.

RESPONSIBILITIES:

• Lead the Customer Service team (three Customer Service Officers).
• Interacting with customers daily by answering their questions and providing products and service as requested.
• Taking ownership of customers issues and following problems through to resolution.
• Keep accurate records and document Customer Service actions and discussions.
• Ensure customer retention by providing them value with high level Customer Service from the back office team.
• Secure fully functional support team for Sales.
• Oversee the work and personnel in the Back office, see that general routines and processes are followed.
• Optimize and develop back office processes, implement new routines and monitor they are followed.
• Work in a structured way to make sure invoices get paid on time.
• Serve as a backfill for the Purchasing Manager and over time absorb purchasing related tasks in addition to the leadership of the Customer Service team.

SKILLS & EXPERIENCE:

• Strong leadership skills; able to provide inspirational leadership through challenging, coaching and supporting the team.
• Able to implement change and lead by example.
• Ability to see the overall picture and effects of decisions.
• Capable of challenging existing solutions for improvement.
• Good communication and presentation skills
• Able to give and receive constructive feedback.
• Decision driven and able to perform under pressure.
• Good problem-solving skills.
• Strong customer focus
• Being able to view and evaluate topics from a customer perspective.

LANGUAGE & IT:

• Good level of English (both written and spoken).
• Good skills in MS Office tools.

Please contact Ruth at Glencourt on (phone number removed) or (phone number removed) for further details.