Customer Service Manager. LilyLifestyle

Customer Service Manager

Wakefield based - on-site

Supply & Service Industry

50,000 - 55,000

Page Group are delighted to be working in partnership with a long standing client on the appointment of a new Customer Service Manager at their Wakefield Site. Reporting into site Directors, the role will have full leadership of an internal Customer Service Function along with a field based relationship management function

• Create, implement and deliver the Customer Service strategy for the business to help achieve wider company objectives
• Leadership of internal customer service responsible for order management, customer enquiries, updates on orders and arranging distribution
• Leadership of field based relationship / account managers responsible for understanding customer issues, understand customer requirements, managing complaints, and driving retention of B2B customers
• Drive retention through delivery of world class service to B2B Customers, ensuring Accounts are reviewed in line with contractual agreements, and SLA's are maintained
• Take ownership of escalated customer issues by being proactive and listening to customer
• Work cross functionally with teams including logistics, operations and credit control to ensure the end to end customer journey can be mapped out to deliver a positive experience for customers
• Proactively manage resource in line with customer demand taking into account peak period, customer demand and understanding customers long term requirements
• Use all available information to make data driven decisions that will support the business in achieving wider objectives

• Prior leadership of a Customer Service Function
• Commercially astute
• Ability to build and maintain strong working relationships with customers
• Understanding of the wider customer supply chain
• Strong internal stakeholder engagement
• Excellent communication skills both written and verbal

The role of Customer Service Manager will be based in the Wakefield area and has great links to the M1 & M62.

Salary of 50,000 - 55,000 on offer depending on experience, plus exceptional benefits (disclosed upon application)

Please note - the successful applicant will need a Full UK driving license due to role requirements