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Customer Service Manager (must have SAP)

  • Salary: plus 10% bonus plus benefits
  • Location: Marlow
  • Job type: Permanent
  • Job reference J1039131

Our client, an international organisation behind some very famous brands, is looking to recruit an experienced Customer Service Manager to supervise a team of eight.

The role:

Provide excellent customer service and promote this throughout the organisation. You'll be leading, training and motivating the customer service team throughout. You'll strive for customer service excellence through defining, driving and managing the Key Customer Service KPI's to achieve complete customer satisfaction.

Key responsibilities:

* Responsible for the daily functions of the customer service team, improving customer service procedures, policies and standards for the department and organisation
* Managing, leading and motivating a team of customer service staff (8 in total), training staff to deliver a high standard of customer services
* Understand all interlinked processes within Customer Services, Supply Chain, Transport, Warehouse, Data Management, Sales & Marketing and Finance
* Managing customer set up, vendor compliance master data, account maintenance, telephone calls, sales orders and queries
* Effectively handle complaints and highlighted customer service issues and escalate it to the right stakeholders following through to resolution
* Conducting root cause analysis and provide on-going recommendations and solutions to improve professionalism and customer service procedures and policies
* Manage, set up and oversee Customer Accounts and ensure compliance with contractual Customer Service Level Agreements and implementation of all Electronic Data Interchange (EDI) interfaces with business partners
* Co-ordinate and manage customer service projects and initiatives
* Meeting with other managers and customers to discuss improvements to customer service experience and process, taking on the responsibility for the implementation of the agreed improvements
* Monitoring and evaluating the performance of the Customer Services Department against KPI's. Increase the effectiveness and efficiency of the department by driving continual process improvements to achieve business goals and maximise customer service
* Involvement in staff recruitment and completing staff appraisals

Key skills required:

* Ability to think strategically and to lead
* Excellent data entry, analytical and active listening skills
* Excellent written and verbal communication at all levels
* Excellent organisational skills, be able to multi-task, prioritise, manage time effectively, problem analysis and problem-solving, decision-making, with attention to detail and accuracy and goal orientated focus
* Adaptable and willingness to learn and use own initiative with a hands-on approach
* Excellent management and supervisory skills
* Over 5 years' line management experience within a customer service environment
* Self-motivated and strategic thinking
* Excellent knowledge of customer service principles and practices
* Knowledge of SAP is essential
* Microsoft Office including Word, Excel (advanced level), Outlook, PowerPoint and Project knowledge
Benefits:

* Competitive salary + benefits
* Discretionary bonus scheme

Please note that we will only contact those candidates that we assess as suitable for the positions we have currently available based on their experience, training and skills that they identify. If you do not hear from us within 5 working days from your registration, please accept our apologies but we are unable to help you on this occasion.

Bucks and Berks Recruitment is an equal opportunities employment agency and employment business that is serious about its compliance with legislation. Bucks and Berks is acting as an Employment Agency in relationship to this role (if the vacancy is for a permanent position) or is acting as a Recruitment Business in relationship to this role (if the role is for a temporary position).