Customer Service Manager
4 days ago
**Jackson Hogg is delighted to be working exclusively with an innovative company based in Deeside, in the search for a Customer Service Manager.**
We provide sustainable recycled paper, corrugated cardboard, and flexible packaging manufacturing solutions as well as solutions for waste management and the recovery of waste. Sustainability begins with our values - we care, we value, and we challenge.
You will be required to lead and manage your team and ensure that all sales enquiries, orders, artwork, cutter requests, complaints and queries are processed to internal and external customer satisfaction and to ensure clear communication channels existbetween departments. To attend daily and weekly meeting and communicate back to the teams and ensure all deadlines are met. Approachability and customer focus is key to this role.
**Responsibilities**
- Manage the Customer Service team creating a cohesive team to best serve the needs of the customer and maximise revenue.
- Monitor and management of the order intake to ensure fulfilment of specific requirements such as minimum order quantities, prices, delivery times, origination costs payback, stock management, etc.
- Order book/Intake reporting and commentary.
- Co-Ordinate actions with other departments, such as logistics and production, to fulfil customer expectations on service (OTIF).
- Delegate and oversee accounts assigned to your team.
- Be responsible of maintaining management system with the most up to date information.
- To attend and contribute to customers review meetings supporting the external sales force.
- Understand customer forecasting and liaise with the purchasing department for raw material requisitions.
- Monitor aged stock on behalf of the customer.
- Effectively liaise with Production, utilising data to continuously ensure all customers are up to date with orders & despatches.
- Understand and monitor all lead times given by customers and ensure full communication is given to all departments to achieve the required results.
- Always provide a high standard of customer care, developing close, supportive business relationships with key clients.
- Identify quickly and efficiently any customer complaints and ensure they are dealt with effectively and professionally.
- When required, provide bespoke weekly/fortnightly/monthly data for either our customers or colleagues.
- Liaise with the Finance Shared Services to ensure all customers’ accounts are paid and no outstanding queries are held on file.
- Continuously promote the business and its expertise to support sales activity.
**Professional experience**
- Ability to develop and motivate with a proven track record of developing and engaging others.
- Team and customer orientated, previous working experience with customer services administration is preferred.
- Consistent accurate attention to detail, with a flexible and adaptable attitude.
- Project manager and able to implement change.
- Organised with the ability to work under pressure to meet tight deadlines.
Data collection and analysis experience is essential.
**Benefits**
- 23 days holiday bank holidays
- Sick pay
- Contributory pension 3.5%
- Cycle to work scheme
- Death in service 2x salary
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