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Customer Service Manager
3 months ago
Customer Service Manager
Role purpose
To lead and manage the customer service activities by talking to the customers as well as directing and overseeing team members. The team will always be looking to improve the customer experience at best solution to the business. This can be achieved throughgood planning and communication, the anticipation of customer issues and the resolution of questions and queries. Plus, looking to avoid issues through continuous improvement in order to maximise our efficiency, cost effectiveness and customer satisfaction.This is achieved by working cross functionally and by analysing information and developing processes to enhance our productivity and performance as we constantly review what we do. It requires acting as a liaison between all the internal stakeholders, thesales teams and our customers to ensure that we are offering the best service and solution possible for the company and the customer.
Key Responsibilities
- Ensure that any customer enquiry or an enquiry relating to a customer is dealt with efficiently and promptly and to best outcome. Present best options and liaise with stakeholders as to the costs and options and ensure that those are delivered to the customer/salesperson clearly and concisely. Ensure that it is resolved and, if appropriate, suggest new processes as part of the drive for continuous improvement.
- Work with the sales and marketing teams on customer initiatives, new product releases and any promotions to ensure that any opportunities are understood and maximised through the customer service department. Help compile data and chase where/ when required.
- Maintain familiarity with the company's product offer and service proposition. Suggest and manage outbound sales initiatives where appropriate. Ensure the team has good skills and knowledge in order to be able to answer customer queries and sell up.
- Work with sales and logistics to identify productivity, service or cost improvements and follow up and measure them. Always look for continuous improvement initiatives.
- Assist the sales manager by signing off credits to a stated approval level. Investigate if you are not happy to approve them and escalate where you believe it is required. Ensure these are measured and look for trends and ways of reducing them. Follow upwhere discrepancies have not been resolved and maintain logs to ensure that there is good visibility and control.
- Be the internal point of contact with the regional account managers. Assist their requests but also ensure they respond to questions, queries and issues within the given period of time. Make sure the business gives them good service so they can respondto customer needs and ensure they provide this to key stakeholders too. Escalate where required.
- Be aware of individual customer's specific requirements and work with stakeholders to ensure they are covered. Where these are seen to create productivity or efficiency failings work with the sales person and customer to manage solutions.
- Ensure that the internal and external teams follow established procedures for each order or customer request, including logging, processing and progress chasing enquiries, adhering to agreed Key Performance Indicators, Service Level Agreements and qualitystandards to maximise customer satisfaction.
- Anticipate busy periods, bottlenecks and opportunities such as the Christmas dispatch period and ensure sufficient customer and department planning has been done and ensure good visibility and communication of performance is maintained to reduce the querylevel from customers and company's sales force.
Qualifications and Experience
- Minimum 3 years customer service management experience
- Worked in a FMCG, time sensitive product-based business
- Proven leadership skills to provide direction to the team.
- Excellent communication skills both verbally and written
- Great interpersonal skills to deal internally and with customers
- Exceptional attention to detail and the desire to get things right first time
- Ability to multitask, prioritise and work well under pressure.
- Confident in own ability to handle disputes and looks for win/ win outcomes
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
