Customer Service Team Leader

3 weeks ago


Thirsk, North Yorkshire, United Kingdom Inspired Pet Nutrition Full time

Company Overview

IPN is an innovative, well-established, and award-winning pet food manufacturer with a strong presence in the UK market. Our family of brands includes Harringtons, Wagg, Barking Heads, Meowing Heads, AATU, Blink, Butchers, Classic Cat, and partner brands that trust us to produce food on their behalf.

Job Opportunity

We are seeking a skilled Customer Service Manager to join our Supply Chain team in Thirsk, Yorkshire, with regular travel to Crick, Northamptonshire. The successful candidate will lead our customer services team, ensuring our customers' needs are met by managing orders, addressing queries, and resolving concerns.

Key Responsibilities

  • Develop and maintain strong relationships with key retail and export customers, understanding their needs and expectations.
  • Manage customer orders, ensuring accuracy and efficiency, and address any discrepancies or delays promptly.
  • Investigate and resolve customer complaints, issues, and concerns in a timely manner, collaborating with cross-functional teams to identify root causes and implement corrective actions.
  • Supervise and lead the customer service team, providing coaching, guidance, and training as needed, and foster a positive and collaborative team environment.
  • Continuously assess and enhance customer service processes to streamline operations and improve customer experience, identifying opportunities for automation, system improvements, and efficiency enhancements.

Requirements

  • Proven experience in a branded/FMCG business.
  • Excellent communication and interpersonal skills, with the ability to build and maintain positive relationships with customers.
  • Experience in managing teams, including hiring, training, and performance evaluation.
  • Familiarity with the pet food industry and ability to identify root causes of problems and implement solutions to prevent recurrence.
  • Strong organisational skills, with the ability to manage multiple tasks, prioritise responsibilities, and meet deadlines.

The Offer

  • Location: Thirsk, Yorkshire, with regular travel to Crick, Northamptonshire.
  • Salary: Competitive.
  • 10% annual company bonus scheme.
  • 40 hours per week, Monday to Friday, with hybrid working arrangements.
  • Pension: Employee contributions 3%, Employer contribution 8% (salary sacrifice company pension scheme).
  • Holidays: 25 days + Bank Holidays.
  • Medicash Plan.
  • Enhanced maternity/paternity/pawternity leave.
  • Other benefits: Free parking, tasty treats, bring your dog to work, subsidised canteen, discounted products, and free hot drinks.


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