Customer Service Manager

Customer Service Manager

Location Gloucestershire

Salary Competitive Package

The company is known for its commitment to quality and innovation. 

Job 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.

The Successful Applicant

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 - SAP / 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.

• Knowledge of export processes

• Knowledge of legal and contractual documentation in the distribution of products via third party haulage/transporters to UK/EU and Rest of World destinations.

• Experience of implementing improvements in processes and procedures

What's on Offer

• An attractive salary 

• A supportive and collaborative work culture.

• Opportunities for continuous professional development and career progression.

We strongly encourage all candidates who believe they possess these qualities to apply. This is a fantastic opportunity to join an industry leader and make a significant impact on their Customer Service department.

Please send your cv in confidence to

COM1