We are pleased to be recruiting for a Customer Service Manager, this is a fantastic opportunity to join a company where you can contribute to the growth of the business through techincial support and sales administration to both colleagues and customers.

We are looking for someone to be the driving force for the business with customer focus, targeted to improve efficiency, growth and profitability.

To be considered for this position SAP is essential.

Duties:

• Lead and develop the Customer Support and Service Support Teams to ensure smooth running.
• Responsible for ensuring customer orders and repairs are processed correctly and accurately in terms of pricing, quantity, delivery and service.
• Feedback to customers on orders and technical queries
• Liaise with all product companies for tech support, returns, queries etc.
• Provide regular updates / following up of outstanding orders
• Efficient management of all stock held at various locations, regular stock checks, management of demo stock, scraping & obsolescence procedures.
• Provide a proactive approach to customer care, always looking for continuous improvement
• Answer customer / field sales manager / service engineer telephone queries and action
• Develop Customer Service Team to provide basic technical information to Customers
• Responsible for departmental costs and the administration of the team.
• Ensure clear communication between other departments
• Planning and Deployment of the service, repair and maintenance work together with the business line manager, service supervisors and engineers.
• Assist with analysis and review of service contracts profitability
• Provide back-up of Warranty-On-Line system.
• Safety News admin, action and follow up & Service News admin and follow up
• Responsible for logistics, representing our customer centre on global logistic projects.
• Increase customer satisfaction by putting actions in place for improvement needs as revealed in NPS surveys (and/or via other channels)
• Undertake special project work and ad-hoc work as required.

Candidate requirements:

• Experience with SAP system
• Deliver an excellent customer experience with proven experience
• Excellent interpersonal skills, computer literate – i.e. SAP, MS office, SharePoint, OneNote.
• Customer service and service administration experience
• SAP knowledge in order processing & service modules.
• Flexible attitude to work, self-motivated & able to work on own and as part of a team. Able to cope with managing a busy & demanding department.
• Gregarious yet disciplined.
• Keen for new experience and able to get on with others and be a leader, coach & team player
• Prepared to travel to other locations.
• Able to learn new business systems and disseminate the knowledge.
• Must be proactive and mature enough to discuss potential problem areas
• Understand and demonstrate an awareness of the link between their role and the business.
• Able to express ideas and receive and exchange information clearly.
• Able to establish and implement a systematic course of action to achieve an objective effectively and efficiently.
• Maintain a clear focus on customer satisfaction; take action when needed to meet the expectations of the customer.
• Able to modify style in order to achieve results and maintain effectiveness.
• Able to maintain organization, ethical and social values in all business activities.
• Able to utilize appropriate interpersonal styles and methods during group interactions.
• Actively pursues learning and development in order to achieve improved results.
• Take action without being prompted, starting tasks without being told to.

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