Service Excellence Director

7 days ago


Cramlington, Northumberland, United Kingdom Pure Fishing Full time
Our Expectations

We expect the successful candidate to have a strong background in customer service leadership, with excellent communication and interpersonal skills. You will be responsible for building and sustaining a multi-skilled customer service team, improving internal processes to increase overall efficiency, and creating new procedures where needed.

Your Responsibilities
  • Setting clear objectives and deliverables (KPIs) for the overall customer service agenda that supports the overall commercial targets and strategy.
  • Building and sustaining a multi-skilled customer service team so that each member can competently and confidently process customer orders, handle sales/after sales enquiries, and provide an efficient service to our customers and the field sales team.
  • Improving internal processes to increase overall efficiency and creating new procedures where needed.
  • Pricelist management set up and ensuring that proper pricelists are set up and correctly uploaded in the system before each booking order season begins.
  • Providing regular retail sales analysis, preparing timely and accurate sales reports for senior management and suggesting improvements to further drive sales.


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