Customer Service Manager

3 days ago

Bracknell, United Kingdom Source4 Personnel Solutions Full time

Our well-established client based in Bracknell is looking for a Customer Service Manager to join a fast-pace team. You will be managing a mid-sized Customer Services team, whose primary responsibility is to provide excellent customer service, build relationships,process customer orders. This role allows hybrid working.

**Responsibilities**:

- Responsible for the management, development and order of a mid-sized customer services team, along with instilling discipline, supporting relationship building as well as handling necessary recruitment with the support of the Operations Manager
- Ensuring there is adequate and even customer services cover on all UK and EU domestic accounts, including holiday planning
- Carrying our non-bonus related bi-annual performance and development reviews with each member of the team
- Working with the team to ensure orders are fully reconciled with the 3PL’s separate ERP systems
- Working with the customer services team to process orders in a timely fashion
- Working with the inventory and sales team to ensure stock allocations and forecasts are respected and adhered to by the team
- Responsible for approving and raising all customer credits on JDE and resolving credit issues with the team and following up with finance when necessary
- Supporting the team to resolve item number discrepancies, pricing queries and customer non-conformances
- Strict management of the team’s maintenance of customer order Promised Ship Dates within JDE, with particular attention at quarter end due to financial business reporting, as well as being responsible to report any significant reductions or increases in monetaryvalues that will not ship to the UK/US senior management teams.
- Work with our 3PL’s to ensure orders are booked in, picked, packed and despatched according to our Customer’s guidelines - this includes maintenance of a customer delivery matrix
- Escalation point for order discrepancies, non-conformances and other irregularities with our 3PL’s, ensuring maintenance of internal logs and records by the team
- Encouraging the team to review and communicate customer open order status directly with the customer and / or the relevant Account Managers as required
- Carrying out full inductions for all new staff, including full training on our ERP system as well as other key data sources and introductions to relevant personnel required to carry out the customer services role
- The management of a portfolio of accounts, where best practice is imperative to create a good example to the team

Skills & Education
- Experienced manager of a midsized team
- Comprehension and familiarity with ERP systems for order processing / stock management
(training will be given provided alongside JDE Oracle stock & order management system)
- Working knowledge of Amazon Vendor Central would be advantageous
- Experience of working directly with warehouse / distribution centres, with a good understanding of how basic supply chains function
- Knowledge of Sarbanes Oxley regulations and how it impacts process (supporting audits)
- Intermediate excel skills, including pivot tables, v-look ups, filters and formatting required

Competencies
- Highly organised with strong communication, multi-tasking and time management ability
- Fantastic interpersonal skills are essential
- Experience of conflict resolution
- Focused on business priorities and doesn’t avoid addressing issues

Please note:

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