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Customer Service Manager

4 months ago

Manchester, United Kingdom Kinaxia Logistics Full time

AKW GL are recruiting a Customer Service Manager to join their team at their site in Manchester. The successful candidate will be responsible for planning, coordinating and controlling the activities of the customer service team to ensure that the needs of customers are being satisfied and a world class service is being delivered and promoted across the Company.

  • Monday – Friday
  • 45 hours per week
  • Additional benefits:
  • Life Assurance
  • Pension
  • Onsite Parking
  • Cycle to work scheme
  • Loyalty Awards (recognises employees with 5, 10, 20, 30 and 40 years’ service)
  • Employee benefits and discounts across a range of top brands (including shopping, travel, motoring and days out)

About the job:

  • Supervise the handling of high-volume queries, utilising the CRM system to collate records of discussions or correspondence and to track customer complaint resolution to ensure all queries, including complex and escalated issues, are managed effectively and efficiently;
  • Develop and implement agreed customer service standards, policies and procedures across all customer service functions, supervise the priority and allegation of tasks and ensure the necessary resources and tools are available to increase efficiency and service levels;
  • Review and assess customer contracts, especially new accounts, to develop a clear understanding of their requirements and service level agreements;
  • Develop a thorough understanding of pricing schedules by controlling the input and maintenance of rates and maps in the Stirling System to provide accurate rates;
  • Liaise with the local management team to support and implement new customer service improvements and growth strategies to increase profitability;
  • Lead, develop and motivate direct reports to ensure they reach their full potential and subsequently contribute to the overall performance of the business and deliver a world class service;
  • Proactively support and adhere to all Group HR, GDPR and Health & safety policies to ensure both the Company and Group are fully compliant;
  • Direct P26 and Enquiries e-mails and delegate responses where necessary to ensure 100% customer satisfaction

Your knowledge and experience:

  • GCSE’s at grade A-C in English Language and Mathematics (or equivalent)
  • A Customer Service Management qualification (or equivalent) would be preferable
  • Transport and warehousing preferable Palletline Charter
  • Both working and technical knowledge of CRM systems preferably Sage
  • Working knowledge of software management systems including Stirling, Contrado, Trutac and TrackitNow
  • Product and service delivery opportunities
  • Management of a customer service department and the implementation of standard processes and procedures
  • Development of a customer portfolio and management of agreed pricing schedules
  • Full utilisation of a CRM system
  • Proven track record of dealing with and concluding customer service challenges
  • Ability to demonstrate, understand and apply our Company values. These are embedded in all roles and applicants must evidence these values as part of the application process.
  • Safe
  • Talented
  • Attentive
  • Reliable

An application for a DBS certificate will be required in the event of the individual being offered the position,