Customer Service Manager / Customer Services Coordinator

Job Title: Customer Service Manager

Location: St Ives, Cambridgeshire

Salary: Competitive

An exciting opportunity with our client - a Fortune 200, NYSE-listed, science and technology leader that designs, manufactures and markets innovative products and services to professional, industrial and commercial customers.

Job Role:

As part of the Customer Service department the Customer Service Manager is primarily responsible for providing world class customer service to direct customers, the global distribution network, service engineers and the sales team.

Responsible for a direct team of 9 associates, the Customer Service Manager will work to ensure the delivery of department KPI's and SLA's whilst driving forward employee engagement and continuous process improvement.

• The Customer Service Administration team is responsible for processing global customer orders, invoices, returns and for managing all associated account and product availability enquiries.
• The UK Service team supports the direct UK business and is specifically responsible for scheduling field service activities including breakdowns, servicing and installations. The team also manage customer contracts, product trials, whilst also pro-actively driving chargeable activities.

Key Requirements:

• Provide hands on day to day leadership and support to the Customer Service team to enable them to effectively support customer requirements and demand.
• Drive sustained and ongoing improvement of core departmental KPI's, to deliver 'World Class' service to both direct customers and distribution partners.
• Proactively support individual and team performance through the effective use of data and by providing timely and meaningful coaching and feedback.
• Facilitate team growth and development by proactively motivating and engaging the team to both progress within their roles and to prepare for future development opportunities.
• Identify and implement process improvements and countermeasures necessary to close any service delivery or people performance gaps.
• Ensure effective and accurate recording and maintenance of customer data within the CRM system (Salesforce)
• Provide leadership for the planning, scheduling and delivery of field service activity, including ensuring re-active activity response times, whilst also ensuring that all pro-active preventative maintenance activities are fulfilled on time.
• Managing the credits process ensuring full compliance with corporate policy.
• Investigate, identify and implement corrective measures for assigned customer complaints.
• Liaise with the Manufacturing and Shipping teams to effectively manage workloads and customer expectations.
• Develop a deep and comprehensive knowledge of department processes and systems to encourage cross-functional working and to enable you to provide active support to the team during periods of peak activity.
• As required support and provide cover for the Head of Customer Service.

The Candidate:

The candidate must be a proactive individual with strong Customer Service skills and extensive experience, coupled with the ability to think rationally and communicate clearly with a small team and other partners. Demonstrable experience of leading, motivating and developing a team is essential.

• A relevant degree / HND would be preferred but is not essential if able to demonstrate career based learning and growth.
• Experience of working within a process driven, manufacturing environment that supplies technical products, solutions or services through a global distributor network.
• Will have worked within a customer service team with leadership of an order processing and/or field service scheduling capacity
• Experience of using a CRM system, preferably Salesforce.com
• The ability to navigate global business and cultural practices whilst adhering to group standards and practices
• The ability to prioritise in the face of conflicting demands, with the confidence to make decisions that ensure the best result for both internal and external customers.
• Can present complex or difficult messages clearly and persuasively to customers, partners, team, peers and company leadership.
• Can demonstrate the ability to work under pressure and manage simultaneous tasks projects
• Demonstrates a dynamic, flexible can-do approach

Please click the APPLY button to send your CV for this role.

Candidates with the experience or relevant job titles of; Customer Service Manager, Customer Service Representative, Client Services Team Leader, Customer Support, Client Services Manager, Senior Customer Service Advisor, Customer Service Consultant, Customer Service Coordinator, Customer Aid Manager, Customer Support Manager, Customer Services Officer, Senior Customer Services Advisor, Customer Services Manager, Operations Manager, Senior Customer Service Administrator will also be considered for this role.