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Client Services Operations Manager

3 months ago

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

Join Our Team: Customer Service Delivery Manager

Location: East Midlands Gateway

The Customer Service Delivery Manager is essential in driving customer satisfaction by adhering to service level agreements (SLAs) and overseeing operational account management. Reporting directly to the Key Account Manager, you will coordinate customer interactions and manage carrier delivery performance.

Key Responsibilities:

  • Overseeing daily operational performance and addressing inquiries within set timeframes
  • Organizing and executing customer meetings and Management Business Reviews (MBRs) / Quarterly Business Reviews (QBRs)
  • Collaborating with various departments and subcontractors to resolve customer issues
  • Assisting the Operations team with process expertise and customer needs
  • Conducting root cause and trend analysis of customer data
  • Managing stock audits and inventory control
  • Generating reports and updating clients on performance
  • Supervising operational and transport performance during launch events
  • Preparing customer invoices and providing operational data
  • Delivering training for staff engaged with the client

Ideal Candidate Profile:

The successful candidate will possess experience in a customer service setting, demonstrating exceptional organizational and communication abilities. Proficiency in IT, strong problem-solving skills, and resilience are also crucial attributes.

We Offer:

  • Pension scheme
  • 25 days of annual leave with the option to acquire additional days
  • Life insurance coverage
  • Employee Assistance Program
  • Employee Discount Program
  • Complimentary parking