Customer Service Manager
4 weeks ago
Location: West Thurrock – Essex
Hours of work: 37.5h Mon -Fri
Contract: Full time / Permanent
Salary: £55K
About the RoleWe are seeking an experienced Customer Service/Logistics Manager to join our team at Imerys. As a key member of our operations team, you will be responsible for managing and supervising all Supply Chain & Customer Service activities for the site, ensuring the delivery of Imerys clients on time and in full.
Key Responsibilities- Manage and develop a team of 5 people to ensure the processing and management of customer requests.
- Manage different flows (Physical, information & Financial) as well as internal & external customer expectations (Traceability, Quality, Priorities, etc.).
- Implement reporting tools, manage key indicators (order books, OTIF, Backlog, invoice accuracy, Lead Time, customer complaints) for monthly reporting of service activity monitoring and improvement.
- Manage logistics and commercial disputes in SalesForce.
- Issue relevant and defined reports, followed by the required action plan.
- Ensure respect for the group's interests, commercial agreements, and the application of procedures.
- Be the main point of contact with various stakeholders of the function (Industrial, Sales, Logistics, Demand Planner) to ensure a good level of communication and provide Supply Chain expertise (incoterms, organisation of transport, customs rules, stock management etc.).
- Define and implement objectives/processes/procedures to contribute to the continuous improvement of service management.
- Manage schedules, workload, and department priorities.
- Equivalent of 25 days holiday plus Bank Holidays
- Generous Pension Plan
- Life Assurance
- Income Protection
- Company Sick Pay
- Discounts on external retailers
- Cycle to work scheme
- A comprehensive package to support the Wellbeing of our people, including Employee Assistance Programme, Virtual GP, Flu and Eye care vouchers, Enhanced – family friendly policies, and Menopause Support.
- Experience in management
- Experience in a similar role of at least 5 years
- Mastery of IT tools and customer service software ideally (ERP - SAP S4 HANA, CRM - SalesForces)
- Ability to manage cross-functional projects
- Organizational skills to monitor files until final resolution
- Ability to manage contentious situations calmly and professionally internally and externally (transport disputes, customers)
- Logistical coordination of Europe & overseas shipments (to ~30 countries) (transport reservation, management of freight forwarders and loading with production factories or outsourced distribution warehouses under our control)
- Knowledge of Incoterms and international payment methods
- International trade training, logistics
- Good knowledge of maritime transport and Incoterms
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