Customer Service Manager

2 days ago


Maldon, United Kingdom Consilium Recruit Full time

A food and ingredients manufacturer is recruiting for a Customer Service Manager, to lead a small, but established team, covering both UK and global. This is a full-time permanent role, based in Maldon, near Essex.

**Commutable from**: Maldon, Chelmsford, Colchester, Braintree, Billericay, Tiptree, Tollesbury, Basildon, Brentwood

**Salary**: £42,000 p.a. plus pension, 25 days annual leave (+ bank holidays), life assurance, income protection, 4% matched pension, opportunities for personal development and numerous other benefits

**The Role**
- Lead and implement a customer centric experience across all channels
- Hold responsibility for Sage x3 from a customer service perspective, to ensure operational efficiency is customer focused Lead the customer service team, including individual development
- Stress test the current process that is in place, by reviewing all SOPs (standard operating procedures)
- Be the main customer service contact for key customers both nationally and internationally
- Analyse customer ordering and performance to share with the commercial team and sales functions
- Create reports demonstrating order accuracy and implementation accuracy
- Work with the Head of Sales to generate a report that is beneficial to the improvements of the function
- Onboard and train new employees
- Set customer satisfaction targets and review them
- Previous experience in a Customer Service Managerial role
- A complete understanding of the order process for both B2B and B2C Cross functional experience
- Experience of managing a team of customer service representatives
- Proven record of developing and evolving a customer services team Sage X3 experience would be very beneficial
- Analytical and able to make efficiency recommendations
- Proficient in Microsoft platforms namely Excel, Word and PowerPoint Sage x3 experience or similar equivalent
- Sales experience such as outbound call exposure
- An understanding of export document process including certificates would be beneficial
- Previous food (FMCG) industry experience would be advantageous
- Advanced customer service management training would be beneficial



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