Customer Service Manager

3 weeks ago

Warrington, Warrington, United Kingdom Jungheinrich Full time
Job Description

Role Summary:

The Customer Service Manager will be responsible for leading the customer service team to deliver exceptional customer experiences and drive business growth. This role will require strong leadership and management skills, as well as the ability to analyze and improve processes to increase efficiency and profitability.

Key Responsibilities:

  • Customer Service Strategy: Develop and implement a customer service strategy that aligns with the company's overall business objectives.
  • Team Leadership: Lead and manage a team of customer service representatives to ensure they have the necessary skills and resources to deliver exceptional customer experiences.
  • Process Improvement: Analyze and improve customer service processes to increase efficiency and profitability.
  • Customer Communication: Develop and implement effective communication strategies to ensure customers receive timely and accurate information.
  • Performance Metrics: Establish and track key performance metrics to measure customer service team performance and identify areas for improvement.

Requirements:

  • Leadership Experience: Proven leadership experience in a customer-facing role, with a strong track record of delivering results.
  • Customer Service Expertise: Strong knowledge of customer service principles and practices, with the ability to analyze and improve processes.
  • Communication Skills: Excellent communication and interpersonal skills, with the ability to develop and implement effective communication strategies.
  • Analytical Skills: Strong analytical skills, with the ability to collect and analyze data to inform business decisions.
  • Technical Skills: Proficient in the use of Microsoft 365 and SAP, with the ability to learn new systems and technologies quickly.

Competencies:

  • Analysis: Strong analytical skills, with the ability to collect and analyze data to inform business decisions.
  • Business Acumen: Strong knowledge of business principles and practices, with the ability to analyze and improve processes.
  • Customer Orientation: Strong customer service skills, with the ability to develop and implement effective communication strategies.
  • Accountability: Proven track record of delivering results and taking ownership of customer service team performance.
  • Initiative: Strong initiative and problem-solving skills, with the ability to analyze and improve processes.
  • Adaptability: Strong adaptability and flexibility, with the ability to adjust to changing business needs and priorities.
  • Attention to Detail: Strong attention to detail, with the ability to collect and analyze data to inform business decisions.
  • Flexibility: Strong flexibility and willingness to learn new systems and technologies quickly.
  • Influencing: Strong influencing and communication skills, with the ability to develop and implement effective communication strategies.
  • Integrity: Strong integrity and ethics, with the ability to maintain confidentiality and handle sensitive information.
  • Resilience and Tenacity: Strong resilience and tenacity, with the ability to adapt to changing business needs and priorities.
  • Creative Problem Solving: Strong creative problem-solving skills, with the ability to analyze and improve processes.

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