Are you a people and process focussed person looking for a Customer Service Manager role?

We are recruiting for someone to step into this vacancy which has come about due to progression and growth within a global manufacturer that supply niche industrial products to their customers across the world.

The team you would be responsible for ensure a smooth and effective order and supply chain process for customers and you would be ensuring the team is fulfilling customer orders efficiently and with the highest possible service levels.

This role will involve working closely with other members of the UK & Ireland team and your key focus as the Customer Service Manager will be with the sales and support of the customers in the UK & Ireland region. This would be ideal for someone motivated and flexible, someone striving for a challenge along with a keen passion for managing and developing people and teams.

There’s going to be a number of projects and challenges to get stuck into with this role, a current team of 6/7 people which will be growing over the coming months and into 2024, new systems being implemented later this year amongst other things we can tell you about in more detail.

This is a full time, Monday to Friday position, hybrid working available but ideally you will spend at least 3 days in the office in Hemel Hempstead with your team. Hours are 9am to 5pm, finishing at 4:45pm on a Friday! The salary for this role is £45K to £55K plus annual bonus.

The company also offer benefits including, 25 days annual + bank holidays (Going up yearly to 30 days), excellent pension scheme, fantastic annual bonus opportunity, private medical + dental insurance for you and the family and much more!

Duties include:

• To help position the company as the market leading supplier of their trade.
• Manage and lead the customer support team, providing coaching and support to ensure that they meet the company's service standards and goals.
• Develop and maintain customer service policies and procedures, ensuring that they are communicated and understood by all team members.
• Continuously improve customer service processes, including automating workflows.
• Monitor and analyse customer service metrics and reports, identifying areas for improvement and implementing strategies to improve customer satisfaction.
• Monitor and analyse inventory levels, identifying slow-moving products and working with the sales team to develop strategies to reduce excess inventory.
• Collaborate with other departments to ensure a consistent customer experience across all channels.
• Respond to and resolve complex customer issues, escalating to senior management as needed.
• Hire, train, and evaluate the team, ensuring that they have the necessary skills and knowledge to provide excellent service to customers.
• Stay up to date with industry trends and best practices in customer service and make recommendations for improvements to the customer service strategy.
• Contribute to the Territory Management Plan strategy for UK & Ireland, working closely with the Territory Manager.

Candidate requirements:

• Degree in business, management, or a related field.
• 5+ years of experience in customer service or related field, with at least 2 years in a management or supervisory role.

• Strong leadership skills and ability to manage a team effectively.
• Familiarity with customer service software, similar to SAP, ECC systems and Salesforce.
• Excellent communication and interpersonal skills, with the ability to interact with customers, employees, and senior management.

• Ability to analyse data and make informed decisions based on metrics and reports.
• Strong problem-solving skills and ability to think creatively to improve processes and procedures.
• Knowledge of customer service best practices and industry trends.

Looking for the next step in your career? Think Specialist Recruitment.

Think Specialist Recruitment is an independent support staff recruitment agency based in Hemel Hempstead and working across the Herts, Beds and Bucks area. We specialise in permanent, temporary and contract recruitment with areas of expertise including: administration, customer service/call centre, PA/secretarial, human resources, accountancy and finance, sales admin/sales support, marketing and IT Helpdesk/IT support.

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