Customer Service Manager

Maldon £ 42,000 p.a. + benefits Permanent

Job Reference: 014715

A food and ingredients manufacturer is recruiting for a Customer Service Manager, to lead a small, but established team, covering both UK and global. This is a full-time permanent role, based in Maldon, near Essex.

 

 

Commutable from: Maldon, Chelmsford, Colchester, Braintree, Billericay, Tiptree, Tollesbury, Basildon, Brentwood

 

Salary: £42,000 p.a. plus pension, 25 days annual leave (+ bank holidays), life assurance, income protection, 4% matched pension, opportunities for personal development and numerous other benefits

 

 

The Role

 

  • Lead and implement a customer centric experience across all channels

  • Hold responsibility for Sage x3 from a customer service perspective, to ensure operational efficiency is customer focused

  • Lead the customer service team, including individual development

  • Stress test the current process that is in place, by reviewing all SOPs (standard operating procedures)

  • Be the main customer service contact for key customers both nationally and internationally

  • Analyse customer ordering and performance to share with the commercial team and sales functions

  • Create reports demonstrating order accuracy and implementation accuracy

  • Work with the Head of Sales to generate a report that is beneficial to the improvements of the function

  • Onboard and train new employees

  • Set customer satisfaction targets and review them

 

 

The Candidate

 

  • Previous experience in a Customer Service Managerial role

  • A complete understanding of the order process for both B2B and B2C

  • Cross functional experience

  • Experience of managing a team of customer service representatives

  • Proven record of developing and evolving a customer services team

  • Sage X3 experience would be very beneficial

  • Analytical and able to make efficiency recommendations

  • Proficient in Microsoft platforms namely Excel, Word and PowerPoint

  • Sage x3 experience or similar equivalent

  • Sales experience such as outbound call exposure

  • An understanding of export document process including certificates would be beneficial

  • Previous food (FMCG) industry experience would be advantageous

  • Advanced customer service management training would be beneficial

 

 

To apply for the role of Customer Service Manager please forward an up to date copy of your CV to Matt Griffiths.

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