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Customer Service Manager
4 weeks ago
Our clients, HiKOKI Powertools and Metabo UK, is looking for a fantastic Customer Service Manager to join their team. HiKOKI Tools UK offer the highest level of professional cordless, mains and outdoor power tools and accessories. Metabo is a manufacturerof power tools and supplier of accessories for professional users.
As the Customer Service Manager, you are responsible for providing and promoting excellent customer service throughout Hikoki and Metabo. You'll manage the customer service team and ensure service standards are being met and customer problems are resolved.
Reports to: Financial Controller
Based in: Nursling, Southampton
Working pattern: full-time, 40 hours per week, 0815 to 1645 with a half hour unpaid lunch break
Main duties:
- Responsible for the customer service function for both the Metabo and Hikoki brands
- Managing the customer service team for both brands, providing support, training and development where required
- Responsible for the B2B sales ordering system for Metabo and assisting with the development of the Hikoki B2B sales ordering system
- Interacting with customers by answering their questions and directing them to the appropriate service for their needs
- Supporting your team with challenging customer queries or complaints
- Developing and implementing customer service procedures, policies, and standards and monitoring their effectiveness
- Measuring customer satisfaction and improving services
- Assisting the Area Sales Manager team with their requests and needs
Essential requirements:
- Previous experience in a similar role
- Confidence using a CRM system (i.e. SAP or Salesforce)
- Previous management experience
- Excellent communication skills with a calm and professional manner
- Able to build and maintain strong, working relationships with a variety of colleagues, key stakeholders and outsourced resources
- Strong commercial and business awareness
- Self-motivated, with ability to make decisions, prioritise and multitask
- Adaptable, with the ability to take the initiative
- Tenacious, flexible, and a team player
- Robust problem-solving skills
- Must be tenacious, flexible, customer focus, and a team player
- Proficient use of Microsoft Office, Word, Excel, PowerPoint and Outlook
Desirable but not essential:
- Experience of working in a similar industry
- Previous use of Microsoft AX and/or Navision
Benefits (on successful completion of probation):
- Company pension scheme
- Annual KPI bonus scheme (up to £4,000)
- Life insurance (4 x salary)
- Healthcare
Application deadline: 5pm Tuesday 17 January 2023.
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