Customer Services Manager

12 hours ago


Chippenham, United Kingdom Alliance Pharmaceuticals Limited Full time

To lead and develop a customer-centric team, to align to the Alliance strategy of having the customer first mindset. To ensure the team are fit for purpose.


Accountabilities:

  • Manage and run the Customer Service department servicing the EMEA customer business and contribute to meeting company-wide Supply Chain performance and strategy objectives.
  • Help the business explore and develop its E-Commerce customer support knowledge, in line with Alliance’s strategy.
  • Develop digital as well as traditional customer service methods, research and be aware of developments in new technology and methods to optimize systems within the team – for example CRM.
  • Be the voice of the customer to internal stakeholders within Alliance. Ensuring that customer’s needs are a priority in internal stakeholder meetings.
  • Manage escalations from within the Customer Services team to ensure the best outcomes for our customers
  • Manage all department activities, including order management, import license tracking/maintenance, WDA process and checks, and aged debt collection
  • Drive efficiency both internally and externally with a continuous improvement mindset.
  • Support the Inventory Team with warehouse related stock reconciliation activities related to customer service activities. This may include root cause and CAPA.
  • Understand the reasons for returns and review trends to highlight areas of improvement
  • Manage related Standard Operating Procedures and Work Instructions to ensure they are fit for purpose and accurate.
  • Represent Customer Services on other Company projects as required
  • Support the business in all necessary administrative duties
  • Support with any audits as necessary.
  • Develop the customer services team to their full potential. Ensuring the team have development plans in place.
  • Due diligence and integration support for new acquisitions
  • KPI Management and setting for Customer Service activities including root cause and CAPA
  • Ensure headcount resource meets the needs of the business’s long-range plans.


Functional Experience

Must Have:

  • Minimum GCSE grade 5-9 or equivalent in English and Mathematics
  • A self-starter, who is detailed and accurate, a good problem solver with an empathetic nature, who is able to work well within a team.
  • Understands when to escalate issues
  • An ability to resolve customer queries from beginning to end


Nice to Have:

  • An understanding of how to deal with different cultures and being adaptable to changing ways of working as needed
  • Able to work alongside colleagues across the whole business to find the best customer outcomes


Career Experience

Must Have:

  • Existing customer services experience or other customer facing role appropriate to this position, demonstrating an ability to communicate across teams and to senior management


Nice to Have:

  • Experience of managing a team and of developing and training individuals and supporting through coaching when needed.


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