Customer Service Manager

Job Description

Country:
United Kingdom

Job:
Customer Service Manager

• To provide the highest levels of customer satisfaction by an efficient management of customer expectations through leading his/her team and coordinating with all departments.
• To support External Sales on E2E project identification and delivery; monitoring and management of the order intake to ensure fulfilment of specific requirements such as minimum order quantities, prices, delivery times, origination costs payback, stock management, etc.
• Co‑ordinate actions with other departments, such as logistics and production, to fulfil customer expectations on service (OTIF) and provide ad hoc assistance.
• Manage accounts assigned to him/her by the Plant / Regional Sales and Commercial Manager with the aim of maximising their sales volume and profitability.
• Deal correctly with customer requests: pricing policy, claims, samples, sketches, specifications, offers, general information, and website training.
• Be responsible for maintaining the most up‑to‑date information concerning our customers in the company Management System (GPT, SSS, SAP, etc.).
• Participate in the definition and follow‑up of customer account plans and support the data collection for these plans.
• Attend meetings together with the Sales Representative he/she works with, and the Plant / Regional Sales and Commercial Manager (Tier 1 meeting).
• Sustain the Group’s Management System relating to the sales and commercial activity (SSS, GPOT, SDS, SDP...).
• Promote the use of web‑based ordering by customers.
• Attend and contribute to major customer review meetings.
• Secure that the processes for subcontracting the conversion of some goods for sale satisfy customer needs.
• Participate actively in the problem‑solving process when analysing customer claims related to Service issues / non‑conformities.
• Participate in the definition and be responsible for the implementation of working instructions aimed to improve the efficiency of the customer service team.
• Work with Plant management team to drive and improve customer satisfaction.
• Identify deficiencies in skills among his/her team members and work to improve individuals’ capabilities through coaching and training.
• Lead the definition and implementation of induction training for all new members joining his/her team.
• Actively participate in his/her own training programme definition and implementation, supporting new training initiatives and reporting any detected skills that would need to be reinforced for his/her own benefit.
• Lead the annual appraisal of his/her team members with the Sales Manager.

• Work Experience:
  
  Customer Service
• Education:
  
  GCSEs (General Certificate of Secondary Education) – Administration Worker Type:
  Regular

Saica Group is committed to Occupational Risk Prevention for its employees and partner companies, Environmental Protection, the Quality of its products and services, and Equal Opportunities between men and women.