Service Experience Manager

1 week ago


Leeds, Leeds, United Kingdom Page Personnel Sales Full time
Job Description
  • Direct oversight and management of Customer Service Co-ordinators and 2 supervisors to ensure effective order processing, dispute resolution, aftercare, transportation arrangement, and customer communication.
  • Ensure customer orders are managed according to predetermined SLAs, facilitating proactive communication when targets are not met.
  • Review operating processes and procedures across the customer journey and supply chain to guarantee their efficiency and robustness, implementing positive changes where necessary.
  • Closely collaborate with production and supply chain teams to ensure product availability meets demand, understand lead times related to order management, and proactively address potential upcoming issues.
  • Support both domestic and export customers through phone, email, and portal interactions.
  • Manage export operations, ensuring compliance with strict regulatory requirements.
  • Develop and drive the Customer Service Strategy aligned with key business objectives and ambitions.
  • Foster a culture of customer satisfaction, promoting awareness among all business areas about their impact on the customer.


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