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Customer Services
4 months ago
Page Group are proud to be working with a European Industry leader within the manufacturing & engineering space, who are looking to a point a Customer Service Process Manager to join them at their Chesterfield Offices.
The role will have responsibility for reviewing, implementing and changing process and procedures across Customer Service, Internal Sales & Servicing, working with both internal and external stakeholders to drive improvements across the department Job Description
Responsible for reviewing, changing and implementing process and procedures within Customer Service, Internal Sales and Servicing, that fundamentally improve efficiency and customer satisfaction
Work closely with service manager to understand areas for improvement and pain points, to identify areas for improvement
Ensure SLA's around timescales are adhered to at all times in regards to timescales on repairs and servicing, to ensure customer satisfaction is maintained and ensure no financial impact to either party
Ensure contractual KPI's are achieved within service and customer service in line with pre agreed customer expectations
Undertake account reviews to ensure customers are happy with service provided and mitigate any potential issues long terms
Ensure the CS team best allocate service engineers based on customer requirements, taking into account contractual requirements, efficiency and effectively manage all available resource
Create and present reports around service and customer satisfaction to the SLT
Work closely with production and production planning to ensure accurate lead times are given to customers
Experience managing a Customer Service, internal sales or servicing function
Excellent stakeholder management experience
Understanding of manufacturing, servicing or engineering environments
The role of Customer Service Process Manager will join a European market leader within their sector.
The position is based in Chesterfield and is fully on site, offering a salary of up to £55,000 doe, private medical insurance, free parking, 25 days holiday plus bank holiday, and company pension
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