Handley James Chemical are currently partnered with a family owned, chemical manufacturing business based in Preston. With over 100 years in industry, they are a respected and recognised business with a solution driven and customer centric approach.
Due to growth within the teams, we are recruiting for an experienced Customer Service Manager to join two merging teams, someone who is a people driven person, with a strong process and efficiency improvement mindset.
As the Customer Service Manager, you will manage both the customer service team and the exports team, ensuring a positive customer journey, root cause any issues ensuring process improvement and efficiency. You will be the conduit between the production, despatch and customer teams.
The successful candidate will be an experienced customer service leader with a keen interest in process implementation and improvement, someone who has a structured approach and has proven experience leading long standing teams.
Key Responsibilities
Team Leadership & Management
* Provide clear direction and support to the customer service and export logistics staff.
* Manage performance of the team, conducting regular check-ins and appraisal meetings.
* Identify training and development needs within the team and support continuing professional development to maintain a motivated and knowledgeable team.
* Manage and resolve any issues with absence, conduct, capability and performance as required.
Customer Service Excellence
* Monitor and evaluate customer interactions to ensure consistently high standards of customer service.
* Act as escalation point for complex customer issues.
* Develop and implement processes and initiatives to ensure excellence in response times and customer satisfaction.
Operational Management
* Oversee daily operations of the team, ensuring accurate and timely processing of orders, shipments and queries.
* Collaborate with other departments including Production, Despatch, Demand Planning etc to resolve cross-functional challenges.
* Analyse customer feedback and data to identify areas for improvement, and implement suitable initiatives to maximise efficiency, reduce errors and improve the customer experience.
* Prepare and present reports on customer service performance to senior management.
* Manage non-conformances as required.
Required experience:
* Proven experience in a similar role within a manufacturing environment
* Strong leadership / supervisory experience with a people centric outlook
* A strong continuous / process improvement mindset and experience of improvements in recent role(s)
* Exceptional communication skills
* Level 5 or similar leadership qualification would be advantageous
* Experience using a CRM system and/or order processing system
* GCSE’s in Maths and English
* Any experience within or leading export teams would also be advantageous
This is a brilliant opportunity to have a real impact on how the customer services department within a family-owned business operates, see the benefits and impact of your teams work and the chance to be part of a growing company.
In return our client is offering c£45,000pa, bonus and benefits.
*Please kindly note, whilst we endeavour to respond to all candidate applications, due to the very high response rate across our various advertising campaigns, we may only be able to reply to candidates who match the position, thank you.
About us:
Handley James Chemical are a UK based, international Search business, we pride ourselves on a personable and process driven approach ensuring the very best levels of service.
As acknowledged specialists in a number of disciplines, we support the Chemical and associated industries by providing a truly consultative service to our clients and candidates alike