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Customer Service Manager
Location: Wax Lyrical, Lindal Business Park, Lindal In Furness, Ulverston, Cumbria, LA12 0LD
Salary: Competitive
Contract: 38.5 Hours
We currently have an exciting opportunity for a Customer Service Manager to join a dynamic Customer Service Team.
You will be responsible for leading the Customer Service team to ensure that customer orders and credits are processed timely, accurately, and in accordance with agreed SLA's while also providing administrative support to the Global Commercial Director.
Key Responsibilities:
* Coordinate and administer customer orders, ensuring they are processed daily, invoiced promptly, and stock is tracked throughout the order process.
* Manage production and stock forecasting, purchase orders, and communicate availability issues immediately.
* Act as a liaison between specific customers, Account Managers, and relevant departments throughout a product's lifecycle.
* Oversee stock control, forecasting, and warehouse housekeeping.
* Initiate new product queries with the Sourcing Department on behalf of customers and progress these with relevant updates.
* Handle customer complaints, liaising with the QA Manager, and refer consumer complaints to Customer Services.
* Set up new products in the system, including codes, barcodes, pricing, and technical specifications.
* Conduct sales analysis and propose changes or new product lines for future growth.
* Investigate and process credits, returns, and claims for lost or missing items, providing POD as needed.
* Complete new product forms, listings, and planograms.
* Distribute sales vs. budget figures internally.
* Notify customers of stock availability and order schedules, following up with email confirmations.
* Coordinate with relevant departments to ensure compliance with supplier manuals.
* Travel within the UK may be required to meet customer needs.
* Provide ad hoc information as needed and remain flexible with tasks.
* Escalate issues to the Global Commercial Director when appropriate.
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