Overview
We are currently looking for an experienced Customer Service Manager to lead a vibrant customer service department for a large reputable e-commerce retailer who specialises in the FMCG industry. The role will undertake a fresh approach on improving the customer experience both through online & physical shopping journeys, & will take responsibility for implementing new strategies to increase brand exposure, product placement & CSR levels.
Client Details
Our client is a leading online retailer specialising in the delivery & produce of commercial goods to large retailers across the UK. Renowned for its innovative products and trend-setting styles, the brand has established a strong presence in the FMCG & retail industry by blending high-quality offerings with an exceptional customer experience journey.
Responsibilities
* Supervise and support Retail Logistics Coordinators and Team Leaders.
* Coach and develop the team to enhance performance and accountability.
* Implement best practices to optimise retail logistics operations.
* Track key performance indicators to drive customer satisfaction and continuous improvement.
* Partner with cross-functional teams to address order processing challenges.
* Evaluate operations and recommend enhancements for efficiency.
* Serve as the Oracle ERP business lead for system improvements.
* Experience in E-commerce system navigation.
* Work with IT and operations to test and implement new solutions.
* Deliver technical support and training to team members.
* Identify and execute strategic initiatives to eliminate process inefficiencies.
Profile
The successful candidate will consist of:
* Exceptional leadership and motivational abilities.
* Demonstrated success in leading teams within fast-paced operational environments.
* Strong analytical and problem-solving capabilities.
* Proven expertise in developing innovative solutions to enhance productivity.
* Results-driven, with a focus on achieving team and company objectives.
* Strong interpersonal skills, with the ability to influence and lead effectively.
* Excellent written and verbal communication skills.
* Highly collaborative, skilled in leading meetings and engaging with cross-functional teams.
* Ability to set and manage multiple priorities while effectively delegating tasks.
Job Offer
* Basic starting salay of £35k + DOE.
* Team performance-related bonus.
* Pension contribution.
* Product & in-store discounts.
* Hybrid working with flexibility.
* Free parking.
* New & recently refurbished office environment.
* Free days out & monthly reward incentives.
* Free gym memberships & loyalty schemes
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