We are pleased to be recruiting for a Customer Service Manager for a global manufacturer that supply niche industrial products to their customers across the world. Ensuring a smooth and effective order and supply chain process for customers, the Customer Service Manager will ensure their teams are fulfilling customer orders efficiently and with the highest possible service levels.

This role will involve managing teams across the UK and Germany with some travel required every quarter to Germany, along with the ability to remotely manage teams effectively. We are looking for a highly motivated and flexible candidate who is striving for a challenge along with a keen passion for managing teams.

This is a Monday to Friday position, hybrid working available but ideally you will spend a lot of time in the office in Hemel Hempstead with your team, the hours are from 9am to 5pm, finishing at 4:45pm on a Friday!

Please note that the salary brackets we’ve been given for this role is £50k to £70k dependant on experience. Some of the criteria that will be used to identify someone’s level of experience in relation to the salary will of course be relevant Customer Service/Operations experience, however other valuable factors are manufacturing business experience, if you could also speak German and if you’ve worked with unions.

Duties:

• Manage and develop the first class back-office customer service department
  Lead the Customer Support team in developing communication, commercial and basic technical skills
• Responsibility for ecommerce operations that allows sales of products and spare parts
• Responsibility for complete order cycle from enquiry to sales to delivery and invoicing
• Delivering targeted KPIs, Revenue, Profitability, Receivable’s collection.
• Coordinate order-to-delivery-process with Regional Supply Chain Organization
• Responsibility for customer invoicing process
• Develop customer friendly E-commerce platform
• Working closely with marketing to advertise products or promotional campaigns on e-commerce platforms, web shop and social media.
• Search for potential partnership e-commerce dealers
• Oversee all associated IT processes
• Setting and locking product discount structure
• Manage back orders and assure customer will get goods in promised delivery time.
• Participating in planning forecast process
• Optimize and create processes in alignment with sales, service, and finance
• Guarantee high group standards and customer service levels

Candidate requirements:

• Strong customer service and order management experience
• Ideally solid knowledge and experience on supply chain
• Excellent user level of IT Tools.
• SAP desirable but not essential
• Ideally some e-commerce experience
• Proven success of managing teams
• Ability to manage teams remotely on an international basis

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