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:
1. 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
2. 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
3. Align standard processes across Europe, working closely with the UK team, to help document, support and provide training across all areas
4. Manage the implementation of projects to continually improve customer experience, drive innovation and generate efficiencies
5. Provide the team with daily objectives and set clear team goals.
6. Identify training needs and provide coaching to your team.
7. Set the team and individual KPI’s and CS performance metrics
8. Play a lead role in regional sales & operational efficiency forums
9. Allocate and redistribute workload amongst the team where necessary, building cross team capabilities and optimising resources
10. Investigate root cause to complaints and escalate to relevant touchpoints to seek resolution and preventative actions
11. Carry out regular one-to-one appraisals with your team
12. Deputise for the Group Customer Service Manager as required
13. Attend colleague, customer, and supplier meetings, both internal and occasionally external
14. Take a lead role in the aligning and implementation of Moove’s Standard Offer
15. Manage and extract data, and generate reports for both distributing and presenting
16. 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:
17. Multi-lingual in Portuguese, Spanish, French and English
18. Previous experience in a successful customer service role
19. Sound knowledge of Microsoft programmes including Outlook, Excel and Word
20. Team management experience
21. Experience of setting KPI’s and supporting team performance to high standards.
22. A target driven attitude an advantage
23. Ability to plan and prioritise workloads, accordingly, experienced in multi-tasking in a fast paced environment
24. Highly effective and clear communicator with active listening skills
25. Process driven and highly organised
26. Ability to work in a fast-changing environment
27. Analytical and data driven with ability to identify root causes and patterns
28. Experience of conflict management & dispute resolution
Desirable Skills
29. Previous experience with multi-country operations
30. Industry knowledge
31. SAP and Salesforce experience
In return for joining us as our Customer Service Manager you will receive:
32. Competitive Salary
33. Annual Bonus
34. 25 days holiday plus bank holidays
35. Contributory pension scheme (company match up to 7%)
36. Life Assurance 4x basic salary
37. Medicash and Perks
38. Enhanced Family Leave
39. Company events
40. Free Parking