Customer Services Manager

2 weeks ago

SunburyonThames, United Kingdom Parkside Office Professional Full time

Being responsible for the first point of contact, and providing exceptional customer service to our consumers, retail partners and sales representatives. The Customer Service Manager, oversees a matrix structure of 3 customer service executives, each supportinga geographic sales team.

The role is responsible for ensuring all received orders are processed and released to one of our 3 global warehouses, on time and with the highest accuracy and fulfilment.

Supporting c2000 trade customers across 5 key regions (APAC/MEA/Europe/UK/USA), the role is designed to support the sales team by delivering a seamless order experience for customers and consumers.

**Responsibilities**

**Order Capture/Fulfilment**
- Management of Allocation Process, including ownership of systems and processes.
- Ad hoc allocations in-order to ensure maximum fulfilment.
- Ensure the team are supporting end consumer issues and queries relating to direct sales through the website, in both UK and US markets.

**People Management**
- Manage a team of 3 customer service executives, each responsible for a geographic region
- Utilizing internal stakeholders and external learning resources, ensure the team are trained and operating to the highest standard.
- Ensure there is a network of effective communication between Sales and Customer service to ensure orders are received with high accuracy and processed efficiently

**Customer Relationship Management**
- Ensure all operational customer data (VAS/Deliveries/Documentation/etc) is captured, stored and utilised to avoid additional delays or costs.
- Attend customer meetings as required to drive behavioural change and ensure objectives are delivered
- Ensure the customer service team are delivering effective support (speculative enquiries, onboarding, quotations, backorder reports, cross selling etc), to our trade customers

**Other**
- Drive change in the business through utilising systems and process to deliver an seamless level of service to our trade customers.
- Represent the sales teams internally and report to the board weekly on status of the order book, along with expected sales values sent to warehouses

**Job Requirements**
- A minimum of 2 years' experience in customer service, preferably in premium or luxury environment
- English speaking, with additional European language preferred
- Commitment to customer satisfaction
- Can do attitude with a pleasant and calm demeanour
- Ability to multitask and work in a fast-paced environment
- Strong detail orientation and written communication skills
- Excellent verbal communication skills and phone etiquette
- Possess strong work ethic and team player mentality
- Preferred experience with ERP systems

Parkside Recruitment Ltd is acting as an Employment Agency in relation to this vacancy. Parkside Recruitment is an Equal Opportunities Employer.

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