Head of Customer Service

5 days ago


Royston, United Kingdom Mettler Toledo Full time

About Mettler Toledo
METTLER TOLEDO is a leading global supplier of precision instruments and services. We are recognized as an innovation leader and our solutions are critical in key R&D, quality control, and manufacturing processes for customers in a wide range of industries including life sciences, food, and chemicals. We operate throughout the world with a culture shaped by innovation and international flair.
Our Opening and Your Responsibilities

We are recruiting for a Head of Customer Service with exceptional Leadership skills to join our Operations division. The Head of Customer Service will represent the Voice of the Customer in the Operations team.

The Head of Customer Service will be responsible for the end to end order handling process and is the central point of liaison between the operations and the markets, ensuring a high level of customer experience and satisfaction throughout the order handling process. This will be done both through the direct team and by aligning the cross functional stakeholders to meet and exceed customer expectations.

The Head of Customer Service will coordinate directly the activities of order booking, billing, invoicing, customer delivery schedules updates, project management for the bespoke range, and spare parts support and delivery to the service teams in the front lines.

Key responsibilities include:

- Responsible for the communication process by ensuring that daily/weekly and monthly reports are reaching the needed stakeholders and that internally everyone has a clear understanding of the level of services expected to meet customer experience and satisfaction goals.
- Manage punctual, effective and highly professional communication between all the different parties, internal, external and including end customers when required.
- Ownership of deviations to ensure they are promptly addressed with both internal and stakeholders and ensure customers and front line colleagues are presented with clear progress reports and mitigation actions.
- Maintain that all communications from every team member take into account a strong customer perspective and are always externally focused.
- Coordinate all project management ensuring that the various teams maintain smooth and error free customer interactions, from solution selection until the delivery of the project.
- End to end organisation alignment on customer requirements: maintain and develop a strong sense of focus on customers' requirements to permeate all the organisation from an end to end perspective, ensuring that Supply Chain, Planning, Operations, Logistics all maintain a strong customer perspective.
- Work in strong alignment with the market management team to ensure that customer needs and requirements are captured correctly from the very beginning, reflecting in orders correctly specified and error free at booking.
- Manage high profile and complex sales / spares orders working with both Market Managers (MM), Customer Engineering and Supply Chain.
- Manage demo stock ensuring availability of new products for exhibitions/trials whilst keeping to demonstration stock budget levels.
- Produce regular sales / spares reports to Head of Operations and /or General Manager.
- Manage and monitor pricing discounting with Marketing Organization (MO) / Non-MT Distributor.
- Manage price repositioning on a territory by territory basis using MO visits to ascertain price position.

What You Need to Succeed
- Degree qualified (or equivalent)
- Solid experience working within a fast paced manufacturing and Sales environment
- Strong leadership skills and an enthusiastic team motivator with a ‘can do’ outlook
- Working experience of NPD/NPI projects
- Product design experience
- Sector knowledge, preferably food / pharma.
- Experience in similar type of interface role
- Able to formulate and structure clear and unambiguous requirements
- Experience of managing multi-disciplinary teams to right first time delivery of projects / products to market
- Broad awareness and appreciation of differing global business cultures
- Comfortable with working with ambiguity, and proven ability to develop structure where none may initially exist.

Our Offer to You
- Competitive Salary
- Employee bonus scheme
- Life assurance
- 25 days holiday + bank holidays

Equal Opportunity Employment
We promote equal opportunity worldwide and value diversity in our teams in terms of business background, area of expertise, gender and ethnicity. For more information on our commitment to Sustainability, Diversity and Equal Opportunity please visit us here



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