Brook Street

Customer Servic Manager Fixed Term Contract

Brook Street
Abergavenny, Monmouthshire, Wales
Up to £30000 per annum
25 Jul 2018
22 Aug 2018
Newport Branch
Contract Type

Fixed term contract until 29th March 2019 for Customer Service Manager, the 30K salary will be pro rata.

Working hours Mon to Thurs 8am to 4 & Friday 8am to 3pm

The successful candidate will be the first contact for operational customers and will be required to liaise with operational customers, Production and Logistics departments in order to improve and maintain delivery performance and customer perception. The successful candidate will be required to manage all customer issues, including; quality and deliveries, providing feedback to relevant departments, chasing responses and feeding back relevant information to the customer. The successful candidate will also be required to travel to various locations to meet customers and ensure quality of service as and when required in line with business requirements.

Main duties and responsibilities will include:
" Manage a small team of Customer Service Administrators and administer the company's time and attendance system for your team.
" Co-ordinate activities relating to the Firewall and associated tasks
" Attend and contribute to regular production/planning meetings
" Resolve product or service problems by clarifying the customer's concern by determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure solution
" Inform customers of any updates/issues with the production that may affect delivery performance
" Contribute to team effort by accomplishing related results as needed
" Update monthly delivery graphs
" Check and release incoming schedules to the Scheduling department
" Visit customers as and when required to maintain and build relationships
" Daily reporting to the Senior Quality Engineer
" Ensure Firewall inspectors are working on the required product for the current delivery window
" Ensure control of product, acceptable product into finished goods and reject product suitably identified for further analysis prior to disposal
" Completion of scrap notes for all rejected product and submission of forms to the Senior Quality Engineer
" Booking into Axapta
" Collection and distribution of defect data to other parties, including; Quality, Continuous Improvement and Operations Managers
" Co-ordination with Operations Managers when specific rework operations are required as a result of the findings of the inspection activity
" Ensure standards are available and are in use by the Firewall Inspectors
" Co-ordination of Audi returns (RMA's) with Quality Administrator
" Review and disposition of RMA returns in a timely manner, providing feedback to the Senior Quality Engineer in terms of acceptable and non-acceptable product
" Co-ordination with the third party QSR24 in Gyor when required for clarification of defects, processes and returns. May involve visits to Gyor with the Senior Quality Engineer
" Oversee the activity of the containment team to ensure correct product is being checked and output is adequate and, when necessary, place them on RMA activities.
Key Requirements:

" Excellent customer service skills
" product knowledge
" Good commercial awareness
" Strong focus on quality
" Excellent problem solving skills
" Ability to analyse information and raise questions when in doubt
" Ability to work on own initiative as well as part of a team
" Flexible, change orientated and adaptable
" Excellent communication skills, both verbal and written and the ability to communicate at all levels of the business
" Results focused, organised, diligent and conscientious
" Computer literate and proficient in Microsoft Office
" Professional approach and attitude
" Willingness to take on new challenges
" Self-motivated, enthusiastic and innovative

If you are interested please contact Gaynor on 01633 254751 or email CV