Customer Service Manager

A leading packaging company is looking for a Customer Service Manager to work collaboratively with the Supply Chain Manager and Production and Logistics Manager to strategically align with customer delivery requirements. 

The role of Customer Service Manager will take ownership and manage the internal Customer Service function, coaching, mentoring and developing team members through training, improvement process and analysis of current status to future status requirement. You will need to demonstrate your ability to define priorities and demonstrate strong analytical and leadership skills whilst working in a high pressure, service led, and fast-paced environment. 

The CSM will coach, mentor and develop the customer service team and functions through training, improvement process and analysis of current status to future status requirement.

Principle Accountabilities & Key Activities:

• Monitor the performance and potential of the team and provide the direction and motivation necessary to secure optimum commitment and competence.
• Development of the team to meet the business requirements. Skills gap analysis/customer requirements etc.
• Project manager of specific projects and delegation of project requirements within team.
• Account allocation of CS personnel accounting for customer and team needs.
• Providing holiday cover and back up to the customer service team.
• Assist the sales organisation with the preparation of data for meetings and reports where requested.
• Present departmental team performance overviews.
• Dealing with assigned customers on the phone and processing of customer sales orders daily.
• Dealing with the customer queries to the required standard.
• Involvement in standards improvements and progression with the customer services / commercial manager.
• Promoting products and services that will benefit our customers.
• Ensuring customer accounts are up to date.
• Maintaining excellent customer relationships.
• Build and maintain excellent product knowledge.
• Ensure effective communication with other employees.
• Closely liaise with the Sales Team to ascertain Customer requirements/expectations
• Draft any additions to SOPs for approval with each customer to support process and SLA agreements.

Competencies

• Planning and analysing to make objectives and operational decisions
• Deliver objectives as agreed with standards and expectations
• Open to change, development and new innovation
• Document and Share learnings and processes
• Motivates and sets positive examples to support and enable others to learn and develop
• Excellent communication and influences to build relationships to achieving the end goal