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Customer Service Manager for a market leading building product manufacturer
4 months ago
Collingwood is proud to be the retained Search partner with this genuine leading building product manufacturer in their search for a Customer Service Manager
Company
Operating in the UK for more than 30 years, Collingwood's client is one of the nation’s market leading manufacturers for their specific range of building products.
Since they were recently acquired by a global leading group within the same industry, they have experienced year on year growth.
Based in the East Midlands, our client are now looking to bring in a Customer Service Manager. The broad, headline purpose of this investment into the business is to drive great customer experience through a more data driven approach, via the adoption of KPI’s and introduction of visual management systems.
Role Context
Summary of Role:
•As head of the Customer Service team, the main aim this role is to lead and motivate a highly capable team, to ensure they’re providing the very best customer service possible.
•The above will be achieved by ensuring effective communication with customers, satisfying customer enquiries, whilst leading and mentoring managers within estimating, order processing and after care.
•This person's approach will be results driven, in line with the company targets.
Location: Northamptonshire
Reports To: Sales Director
Key Responsibilities
- To ensure an effective contribution to the development of the company’s strategic plan, whilst driving personnel development throughout the teams managed
- Manage all activity to ensure targets are met; hold a daily morning meeting to communicate objectives and feedback
- Identify spend patterns by product and customers and interpret intelligence into positive action
- Identify market requirements or opportunities and lend positive input to sales strategy and tactical implementation
- Communicate to market a professional and consistent brand message for the clients, by supporting all sales objectives and tasks
- Hosting customers at their Northamptonshire showroom -demonstrating products, services, and brands
- Streamlining systems and processes and automating, where possible
- Ensure customer communications are accurate, factual, and in line with our clients brand image
- To develop clear analysis/activity plans and objectives (KPI), based on targets set forward by management, and provide constructive and value-added feedback on the progress made
- Provide all necessary information to business areas to facilitate decision-making without undue delay and to achieve the objectives, including high levels of service and a sense of urgency
Candidate Profile
- First class communication skills, with the ability to influence your team, business decision makers and interact with senior management, factory and technical functions
- Track record of driving team performance through a data driven environment with KPI methodology
- Good business judgement, logical decision making and hands-on approach
- Confident self-starter, with ability to operate in a dynamic challenging environment
- A team player capable of delivering excellent results under pressure and working to deadlines
- Excellent interpersonal, organisation, planning and communication skills
- Have a clear understanding of what motivates their team
- Complete regular performance reviews
- Can demonstrate successful project management and effective change management
And In Return...
It is very clear that this is an ideal opportunity for a Customer Service Manager to use the experience gained in further shaping what is already a market leader, with a visible strategy for growth. Added to this they also have the backing of a genuine European leader in this industry who are ready to invest further in this business.
Maybe you’re fed up with the office politics associated with working for a large corporate? Do you feel you have more to give and want to work for a business that allows you to make the decisions that will shape your region moving forward?
Collingwood’s client is flexible to offering a competitive package that attracts the best possible talent for this key acquisition.
