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Customer Service Manager

3 months ago

Knottingley, United Kingdom Orb Recruitment Careers Full time

ORB Recruitmenthave a fantastic opportunity for an experiencedCustomer Service Managerto join our clients team. Our client is a market leader in the leasing and sales of fleet services and work across Canada and Europe.

Role:Candidates will be responsible for the following tasks.

  • Achieve the planned margins/CV
  • Manage margins to identify improvements plans, by facilitating quarterly basis Contract reviews.
  • Identify vendor insource opportunities.
  • Create and maintain Service Level Agreement per customer for vendors.
  • Identify internal and external process improvements.
  • Achieve targets on Cost per Maintained Unit on Rent (CPMUOR) according to Operations Plan (Long Term Lease).
  • All rates are accurate and up to date in business applications. Make sure the correct account is used.
  • Define and execute action plan from customer visit.
  • Create and maintain contract, own actions to drive margin, improved service delivery & KPI improvements.
  • Delinquency management & review with credit control as appropriate.
  • Responsible for weekly reporting on department KPIs (including NPS, MY intelligence accuracy etc.).