Customer Service Manager

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.