Customer Service Manager – International & Export
Gravesend based with travel expected.
We have an exciting opportunity for you to join our team as our International & Export Customer Service Manager, based at our European Head office in Gravesend, Kent. Joining us on a full time, permanent basis (Monday – Friday 8.30 – 5.30pm). Travel will be expected on a rolling basis to each of the teams in Alencon, France and Madrid, Spain.
Moove is a leading provider of automotive lubricants, oils, and chemicals throughout the UK, Europe, and Asia. We are part of Cosan a Global provider of Energy and Logistics. At our European Head office, we have 200 employees and over 26 different languages spoken. This is a high energy, fast evolving environment. If you love innovation and embrace change, we are the company for you.
The International & Export Customer Service Manager has direct responsibility for delivering target driven results and leading their team to deliver excellent customer service and sales support.
Responsibilities as our International & Export Customer Service Manager are to:
Motivate and manage the team to carry out day-to-day operations and agreed processes, supporting the teams, on site in UK, Spain and France, based in UK with travel to France and Spain on a 4 week rotation
Own the internal processes relevant to the role within customer service, re-working where necessary to create capacity and identify efficiencies through automation where possible
Align standard processes across Europe, working closely with the UK team, to help document, support and provide training across all areas
Manage the implementation of projects to continually improve customer experience, drive innovation and generate efficiencies
Provide the team with daily objectives and set clear team goals.
Identify training needs and provide coaching to your team.
Set the team and individual KPI’s and CS performance metrics
Play a lead role in regional sales & operational efficiency forums
Allocate and redistribute workload amongst the team where necessary, building cross team capabilities and optimising resources
Investigate root cause to complaints and escalate to relevant touchpoints to seek resolution and preventative actions
Carry out regular one-to-one appraisals with your team
Deputise for the Group Customer Service Manager as required
Attend colleague, customer, and supplier meetings, both internal and occasionally external
Take a lead role in the aligning and implementation of Moove’s Standard Offer
Manage and extract data, and generate reports for both distributing and presenting
Oversee and own all EU and International Customer Service KPIs and dashboards (OTIF, Customer Satisfaction and performance) ensuring we have service levels in-line with Moove’s strategy
Essential Skills required:
Multi-lingual in Portuguese, Spanish, French and English
Previous experience in a successful customer service role
Sound knowledge of Microsoft programmes including Outlook, Excel and Word
Team management experience
Experience of setting KPI’s and supporting team performance to high standards.
A target driven attitude an advantage
Ability to plan and prioritise workloads, accordingly, experienced in multi-tasking in a fast paced environment
Highly effective and clear communicator with active listening skills
Process driven and highly organised
Ability to work in a fast-changing environment
Analytical and data driven with ability to identify root causes and patterns
Experience of conflict management & dispute resolution
Desirable Skills
Previous experience with multi-country operations
Industry knowledge
SAP and Salesforce experience
In return for joining us as our Customer Service Manager you will receive:
Competitive Salary
Annual Bonus
25 days holiday plus bank holidays
Contributory pension scheme (company match up to 7%)
Life Assurance 4x basic salary
Medicash and Perks
Enhanced Family Leave
Company events
Free Parking
Interested in becoming a Moover? Join us as our International & Export Customer Service Manager and be part of a global organisation who truly value their employees, encourage development and progression. If yes, apply today, we’d love to hear from you!
Please note we endeavour to reply to everyone, but it is not always possible. If you have not heard from us within two weeks of your application, please assume in this instance we have not been able to progress