Head of Customer Service

4 days ago

Milton Keynes, United Kingdom Jungheinrich Full time

**Head of Customer Service - Automated Services**:
**UK based**

Without **Jungheinrich**, your shopping trolley would probably be empty. Every day, our trucks move millions of goods in logistics centres globally.

**Jungheinrich** is one of the top three leading companies in the material handling equipment and Intralogistics sectors worldwide - **and we are very interested in speaking with you further about your career.**

**Jungheinrich** has evolved from a producer of forklifts to a manufacturing logistics service provider achieving an annual turnover of over £2.5 billion. Today, **we employ over 14500 employees, thereof in Europe alone** over 800 sales consultants, as well as more than 4200 mobile service engineers, maintain a close-knit network providing quality consulting and comprehensive service.

In short, your role within **Jungheinrich** will play a crucial part in providing the customer with complete peace of mind in managing their intra-company logistics.

**Role Purpose**
- Oversee the Management, development of the Customer Service division for Automated Systems
- Managing Customer Service Project Manager(s) and service execution roles to deliver agreed financial and operational targets, customer service levels and defined Customer Service processes
- Ensure the development of direct reports and indirect reports in line with company goals, strategy and objectives

**Role Responsibilities**
- Promote a safety first culture within our business
- Develop, implement, and deliver a Customer Service strategy that delivers our financial and customer service expectations
- Management of the Central division in close co-ordination with the operational and strategic units
- Sales and operational support of customer projects in the offer and realisation phases of automated systems
- Coach, mentor and develop the engineering resources and Customer Service Project Manager
- Support the development and implement key metrics in the activity management of the allocated team
- Be a key driver in delivering innovation in our service offerings for Automated Systems
- Manage a engineering resources to fulfil customer service related tasks around automated systems and products
- Work closely with fellow Heads of Customer Service and the Customer Service Matrix team in the Effective delivery of all stated Customer Service objectives for Automated Systems
- Work closely with Technical Services and Area Service Managers in the development of the engineering workforce
- Visit customers where required
- Liaise with all necessary departments to develop and implement all aspects of our business model
- Report on agreed financial and operational targets in regular performance review meetings
- Grow the Customer Service business by identifying business opportunities in close conjunction with regional service teams and Sales functions
- In addition to the duties and responsibilities listed, the job holder may be required to perform other duties assigned by the Customer Service Director

**Role Requirements**

**Skills**:

- Leadership of individuals or a team
- IT literate, in particular Microsoft office
- Strong numeracy and analytical skills
- Experience of working within a Matrix organisation
- The ability to manage and coach people at all levels in persona and remotely
- Experience in managing diverse and disparate teams
- A self-starter to manage their operational requirements, time management and qualification requirements/ theory learning
- Ability to work under pressure, putting the customer at the heart of what we do
- The ability to translate objectives into action plans and results
- Demonstrable experience of driving process and organisational change

**Qualifications**:

- A good level of general education is required with passes in English and Maths
- Technical education and knowledge in business or an engineering business or business-related field

**Experience**:

- Experience in technical service, ideally in the field of fully automated systems / logistics systems
- Ideally, knowledge of automated warehouse systems and control technology
- Experience in technical sales and skills in proactive customer retention, and negotiation skills
- Several years' experience within the customer service sector
- Someone who can demonstrate prior leadership experience

**Mobility**:

- This role will require national and international travel as and when required
- Full valid current driving licence.
- Exposure to SAP operating systems
- Perceived ability to progress

**Competencies Required**
- Strong interpersonal and communication skills
- Excellent IT and business system skills
- Leadership skills, including the clear setting of targets and objectives
- Highly organised and structured
- Strong leadership and management skills
- Drive, determination and initiative
- Understand the operational structure and processes of a business with the ability to improve upon them
- Analysis / Business Acumen / Customer Orientation

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