Customer Service Manager - Global B2B

An exciting opportunity has arisen for a Customer Service Manager in the FMCG industry, ideally experienced in a global B2B environment. The candidate will be responsible for leading a team to deliver exceptional service to our clients.

Client Details

This organisation is a globally recognised player in the FMCG sector, employing over 1,000 individuals across multiple locations. The company is known for its commitment to quality and innovation. They are headquartered in Leigh and operate in several international markets.

Description

• Lead a team of Customer Service representatives to deliver high-quality service to global customers.
• To manage the order process for all key accounts, including updates with customers, forecasting and managing key internal contacts to ensure a smooth journey for your customers
• Monitor and analyse key performance indicators to drive continuous improvement.
• Manage escalated customer complaints and resolve them satisfactorily.
• Implement Customer Service protocols and procedures to ensure consistent service delivery.
• Coordinate with other departments to ensure seamless customer experiences.
• Undertake regular training and development sessions for the team.
• Contribute to the development of Customer Service strategies and initiatives.
• Ensure compliance with regulatory standards and company policies.

Profile

A successful Customer Service Lead should have:

• Experience working within FMCG / Manufacturing or a similar products based organisation
• Strong track record of managing / owning customer relationships (Large businesses / retail customers preferred)
• Excellent systems capabilities - Power BI / CRM and MS Excel
• Proven experience in a management / senior or team lead level role within Customer Services
• Strong leadership skills and the ability to motivate a team.
• Excellent communication and interpersonal skills.
• Ability to handle escalated customer complaints effectively.
• A customer-focused approach and a strong desire to achieve customer satisfaction.

Job Offer

• An attractive salary range of £38,500 to £41,500 per annum.
• Hybrid working (3 days office / 2 days home)
• An opportunity to work in a vibrant and fast-paced FMCG industry.
• A supportive and collaborative work culture.
• Generous holiday leave.
• Opportunities for continuous professional development and career progression.

We are excited to hear from potential candidates who are ready to take up this challenging role. Don't hesitate to apply if you are passionate about Customer Service and ready to make a difference in a global FMCG company.