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Escape Recruitment Services Commercial Division are supporting recruiting for our client, a successful growing SME organisation based in Kilmarnock; they have an exceptional opportunity for an experienced Customer Service Team Manager to join them on a permanent basis. This role is fully site based.


Responsibilities Include

  • Day to day operation management of the Customer Service team (circa. 5)
  • Ensure that excellent customer service is delivered as standard to internal and external customers
  • Coach, develop and train the Customer service team
  • Use data to create planning and monitoring KPI's
  • Investigating and resolving Customer issues and escalations
  • Work closely with internal departments across the business
  • Lead the team to prioritise, achieve daily tasks and meet deadlines
  • Ensure team are achieving Customer service level agreements
  • Maintain stock levels and provide stock reporting as required
  • Conduct regular team meetings and one to ones
  • Attend and participate in Management Sales meetings
  • Review internal processes and identify opportunities for improvement
  • Provide forecasting and reporting to internal teams
  • Provide hands-on support to team members as required


Experience Required

  • Previous experience of working in a similar role which would include Team Manager, Team Leader, Customer Service Manager etc
  • You will be able to demonstrate your people management experience, whilst working in a fast paced, hands-on operation role
  • Experience of working within Manufacturing, Distribution &/or Supply Chain is essential
  • Previous experience of working in a SME organisation that has experienced progressive grown
  • Exceptional communication skills, able to lead by example by delivering high customer service standards
  • Strong commercial and business acumen
  • Exceptional planning and prioritising skills