Role Summary
Lead and manage the customer service function on site. Support and develop a team who are responsible for providing the highest standard of service to all customers. Identify and drive continuous improvement activities across the department. Collaborate with cross functional teams to optimise processes to enhance customer experience.
Key Activities and Responsibilities
* Lead the customer service team to deliver exceptional service.
* Drive change and improve all reporting systems related to margins, forecasting, pricing etc.
* Monitor performance of team members, provide coaching, and conduct regular one-to-one reviews.
* Handle escalated queries, ensuring swift resolution and customer satisfaction.
* Identify and drive continuous improvement activities across the department.
* Collaborate with other departments to streamline processes and enhance customer experience.
* Liaise and communicate with the internal functions and stakeholders to ensure agreed customer targets are met.
* Attend customer review meetings as and when required at customer sites.
* Lead an internal cross functional meeting daily.
* Adapt and be flexible to changes within a dynamic customer environment.
* Understand systems and processes required to support Continuous Improvement projects.
* Collaborate with production and planning teams based on other UK sites.
Experience
* CRM or similar system experience and implementation.
* Experience in leading a team.
* Experience in coaching and engaging employees.
* Experience in managing a customer service team (desired not essential).
* Experience in the packaging or food industry (desired not essential).
* Experience in identifying and driving continuous improvement activities.
* Excellent computer skills particularly Excel.
* Experience in change management.
Skills
* The ability to identify areas for improvement and execute ideas.
* Excellent communication skills, with both internal and external stakeholders, providing them with up-to-date, accurate information.
* A strong proactive attitude is required to ensure high service levels are maintained with customers.
* A high level of attention to detail during day-to-day activities to maintain accurate information.
* Be able to demonstrate commercial awareness i.e. price lists / cost of product and develop a good understanding of business functions within the company.
* Ability to work on own initiative and as part of a team.
* Ability to identify what impacts other stakeholders and manage accordingly.
Change Management, Projects and Improvement Initiatives
Seek continual improvements in key target areas – service provided to customers, Service delivery KPI's, relationship building, dispute resolution …
Actively Participate in Initiatives to Improve
* External stakeholder engagement
* Health and safety in the workplace
* Environmental impact of company activities
* Quality standards through process improvements
Work with all departments within the business to ensure continual improvement of stakeholder service.
Assist in the implementation of proactive change and ideas.
Application Process
Please note that due to the high number of applications, only shortlisted candidates will be contacted directly.
For UK roles, candidates must be eligible to work and live in the United Kingdom. Proof of eligibility will be required with your application.
Job Details
Based in Tyne & Wear
Salary Expectations: £50,000 to £60,000 dependent on experience.
Benefits: flexibility on home and office working, start & finish times.
Job ref: AZ/65025
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