Customer Excellence Manager

1 month ago

Leeds, United Kingdom KLÖCKNER & CO DEUTSCHLAND Full time

For our site ASD in Leeds, Head Office we are looking for



Customer Excellence Manager

ASD is one of the leading metal stockholders and processing suppliers in the UK. We are renowned for supplying a diverse range of ferrous and non-ferrous products. Our extensive in-house processing portfolio in combination with our expertise enables us to deliver cost efficient metal solutions and high-quality steel products.

As a pioneer of digital transformation in the steel and metal industry we continuously strive to add value to our customers by investing into digital technologies and introducing innovative eProcurement solutions.

We are passionate about sustainability and aim to transform our industry by playing an active role in building a sustainable future for our employees, customers, community and future generations.

Role overview
We are currently recruiting for a Customer Excellence Manager to work from any of our UK offices and in a hybrid capacity. As the Customer Excellence Manager you will be responsible for ensuring exceptional customer service and satisfaction within the fulfilment operations. Reporting to the Head of Fulfilment, you will lead a team of customer excellence professionals and collaborate with cross-functional teams to optimise performance and achieve operational excellence. Your primary focus will be on order processing accuracy, handling customer queries and returns, upselling opportunities, and buying to order as required. By developing strategies and implementing best practices, you will enhance customer satisfaction, drive business growth, and contribute to the overall success of the organisation.

Key responsibilities will be to
Develop and execute a comprehensive customer excellence strategy that aligns with the organisation's vision, mission, and principles. Lead and manage the customer excellence team, providing guidance, coaching, and support to optimise performance and achieve operational excellence. Oversee end-to-end order processing, ensuring accurate and timely fulfilment of customer orders. Collaborate with cross-functional teams, such as procurement, warehouse production, and transport, to ensure seamless coordination and fulfilment of orders. Handle customer queries and returns, providing efficient and satisfactory resolutions to maintain high customer satisfaction levels. Identify and capitalise on upselling opportunities to increase revenue and customer loyalty. Establish key performance indicators (KPIs) to measure and monitor customer excellence performance and implement continuous improvement initiatives to enhance operational metrics. Stay updated on industry trends, technologies, and best practices related to customer excellence and recommend innovative solutions for process improvement. Foster a culture of teamwork, collaboration, and continuous learning within the customer excellence team. Ensure compliance with regulatory requirements and ethical practices in all customer excellence operations

The ideal candidate will have:
Proven experience in a leadership role within customer excellence or customer service, preferably in the Steel Industry. A strong understanding of order processing, inventory management, warehousing, and logistics principles. Excellent organisational and problem-solving skills, with the ability to analyse complex situations and develop effective solutions. The ability to lead and motivate a diverse team, fostering a culture of high performance and continuous improvement. Proficiency in utilising fulfilment systems and technology tools to optimise operations and enhance efficiency. A strong business acumen, with the ability to align customer excellence strategies with overall organisational goals. Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders. A proactive and forward-thinking mindset, with the ability to anticipate challenges and implement proactive measures.

Relevant Experience will ideally include:
A minimum of 5 years of experience in a fulfilment management role, preferably in the Steel Industry. Excellent knowledge of steel products and services. Experience working with ERP/MRP systems, with a strong understanding of their functionalities and applications in fulfilment operations. A proven track record of successfully leading and managing a team in a fast-paced, high-volume fulfilment environment. Experience in change management, driving organisational transformation, and fostering a culture of innovation and continuous learning. A strong understanding of sales order processing, inventory management, warehousing, and logistics principles. Proficiency in utilising fulfilment systems and technology tools to optimise operations and enhance efficiency. Demonstrated ability to develop and execute comprehensive customer excellence strategies that align with organisational goals. Excellent analytical and problem-solving skills, with the ability to analyse complex situations and develop effective solutions.

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