Customer Service Manager

One of our core customers is seeking an experienced leader who can lead a commercial / customer delivery team within their Leicestershire manufacturing business. This role reports into a Plant Manager and is a key role within the leadership team, the position focusses on improving processes, people development, customer relationships, pricing, negotiation, and improving supply chain processes within a global organisation.

We believe this is a unique role, you will be managing a core customer care team who are highly skilled, self starters and do not need micro-managing, they require a leader to support and coach them. Your management skills will focus on individual's personal development and improving processes within this fast-paced business.

Successful applicants will ideally have a mixture of skills including

The ability to lead commercially strong conversations, building effective relationships externally with customers. Formulate actionable, value-add business solutions to the day-to-day operations and manage project implementation for these solutions.

Able to reports for sales opportunities, including order conversion percentages.
Provide pricing and delivery information.

Act as liaison between the Customer Care Team and external/internal stakeholders, to drive better process and performance.
Provide strategic plans and reviews; prepare and complete action plans; implement customer-service standards; resolving problems; completing audits; identifying customer care trends; determining system improvements; implementing change.
Determine customer requirements by maintaining contact with customers; conducting surveys; benchmarking best practices; analysing information and applications.
Collaborate with internal Operations and Sales to define best solutions to meet customer's needs.
Create and maintain the sales forecast, reporting on performance versus forecast and participating in corrective action when required.
Ensure that through continuous improvement of systems and processes within customer care they properly support the goal of customer care excellence.
Skills desired of Customer Service Manager:

High level of commercial business acumen from sales, customer service and key accounts experience
Ability to influence all levels of the business and drive results across accounts.
Experience of working with an ERP system.
A desire to continually improve processes and drive change through the department.
Ability to communicate at all levels across internal and external stakeholders and proven relationship building skills.
High integrity with a driven and energetic attitude and desire to be part of senior leadership team.
Excellent problem-solving skills
High level of metal agility, able to work in a fast paced, solutions orientated environment.
Additional note

We have been searching for the right professional for this role for a while, we are interested in speaking to experienced managers with supply chain, commercial, sales, planning and customer services experience - within a manufacturing environment.

If you have previously applied for this role before, we apologies but we will not be processing duplicate applications.

To apply:

For a full job description please contact Ruth Forster at Wagstaff Recruitment or upload your CV to be considered for this role.

Wagstaff Recruitment are experienced recruitment consultants with specialist recruiting skills within the manufacturing, engineering, and automated distribution industries