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Customer Service Delivery Manager

2 months ago

Derby, Derby, United Kingdom Bertelsmann SE & Co. KGaA Full time

Job Summary

The Customer Service Delivery Manager is a pivotal position within the business, responsible for ensuring customer satisfaction through achieving Service Level Agreements (SLAs). Reporting to the Key Account Manager, you will be independently responsible for coordinating all activities related to customer and operational account management, including carrier delivery performance management.

Key Responsibilities

  • Manage daily operational performance and KPI achievement for the customer, resolving any queries within agreed SLA timelines, including leading daily/weekly customer and operational meetings.
  • Lead and/or support the preparation and execution of customer appointments and Business Review Meetings (BRMs)/Quarterly Business Reviews (QBRs), providing insight for all service-related matters.
  • Liaise with all departments or subcontractors as required to resolve customer queries.
  • Support the Operations team with overall process knowledge and customer requirements for Business as Usual (BAU) and continuous improvement projects.
  • Complete root cause analysis for queries and liaise with the appropriate functions or subcontractors for resolution.
  • Complete trend analysis of customer data, including identifying potential future issues based on SLA requirements and forecasts.
  • Be the escalation point for monthly/quarterly stock reconciliations, and manage the preparation and execution of inventories/consumables/stocktakes.
  • Compile reports, including outbound order management, aligning open orders vs capacity information, and providing client updates where required.
  • Manage operational and transport performance for launch events.
  • Manage the analysis of scheduled cycle count data and associated follow-up actions in line with customer requirements and agreed process.
  • Prepare monthly customer statements/invoicing in JP5 (service statements, transport cost statements, etc.) and provide operational data to support monthly invoicing processing.
  • Provide training for all staff working with the designated client, ensuring work instructions/Standard Operating Procedures (SOPs) are accurate and kept up to date as processes change.

Requirements

  • Experience in a customer service environment, with experience working with operations, transport, and IT to resolve customer queries.
  • Excellent organisational skills, with the confidence to coordinate and delegate tasks to colleagues.
  • A results-driven, customer-focused, win-win mindset, with excellent communication skills, IT skills, including Microsoft packages (JIRA knowledge would be preferable, but not essential), problem-solving skills, and resilience.

What We Offer

  • Pension contribution.
  • 25 days annual leave, with the option to purchase up to an additional 5 days per year.
  • A life assurance policy that pays out 4 x Salary.
  • Employee Assistance Programme, providing confidential support, information, and advice to help you.
  • Employee Discount Scheme through Treats.
  • Free car parking.