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Customer Service Director

1 month ago

Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Nigel Wright Group Full time
CompanyNigel Wright Group is seeking a Customer Service Director to lead their account management and customer service team. The role will be based from their site in Tyne & Wear with some travel to customers.RoleThe Customer Service Director will provide a focal point for the customer base, driving profitability, sales and order growth across existing customers. Key areas of responsibility will include:
  • Ensuring sales/profit forecasts are met and ideally exceeded.
  • Foster growth and maximise revenue and gross profit from the current customer base.
  • Oversee customer service level metrics to ensure high performance.
  • Make strategic commercial decisions and implement actions.
  • Manage client SLA service metrics effectively.
  • Handle escalations within the Account Management department.
  • Collaborate with various departments, carriers, transport, and supply chain services to enhance efficiencies and seize commercial opportunities.
  • Lead and manage the Account Management and Customer Service teams, promoting individual development and sharing skills and knowledge across the department.
ExperienceThe successful candidate will display the following skills and attributes:
  • Must have strong and demonstrable people management experience, able to lead, motivate and develop people.
  • Highly organised – excellent time management and delegation skills
  • Previous commercial experience, strong commercial focus combined with a pragmatic approach.
  • Ability to understand business capabilities and interpret and align with customer requirements
  • Excellent negotiation and influencing skills with a supportive approach.