Job Description
Customer Aftercare Manager (Business/Manufacturing)
* Duration: Permanent
* Salary: £45,000pa - £50,000pa
* Location: Guiseley (office-based only)
* Hours: Mon-Fri, 37.5 hours weekly
Responsibilities:
* Primary contact for all Return Material Authorisation (RMA) activity
* Take the lead with business customers to maintain and develop strong relationships
* Oversee all warranty claims to ensure all issues are resolved promptly and to ensure customer satisfaction
* Manage all business customer contracts, which include both products and services, to maximise revenue and customer retention
* Control inventory, including customer-owned stock and returned materials
* Responsibility for achieving high performance against business objectives and service standards
* Execution of all RMA administration in line with the company's operating procedures
* Produce and analyse reports on after-sales activities, customer satisfaction, and service performance
* Continuous improvement - through sound judgment and data gathering, develop performance metrics to identify areas for improvement
* Following strict company policies and procedures to maintain the highest quality of service
Required Experience & Qualification
* Manufacturing or engineering background
* Returns management
* Key Account Management
* Experience with supply chains or logistics
* Projects, planning, and time management
* Influencing positive outcomes across different levels of a business
* Proficiency in Microsoft Office programs
* Salary sacrifice-led pension plan that matches employee contributions up to 7%.
* Employee Stock Purchase Plan
Benefits & Rewards
* Career development programme
* Life assurance - four times annual salary
* Salary sacrifice Electric & Hybrid Vehicle car scheme
* 25 days holiday per annum, + bank holidays
* Holiday purchase scheme, which allows employees to purchase additional annual leave
* Company-funded medical cash plan
* Internal reward and recognition scheme
* Employee Assistance Programme
* Comprehensive wellbeing programme
* Competitive employee discounts platform with leading brands/retailers, gyms, hotels etc
* Cycle to Work scheme
* Enhanced family-friendly benefits and policies