Country
United Kingdom
Job
Customer Service Manager
Job Description
- To provide the highest levels of customer satisfaction by an efficient management of customer expectations through leading the team and coordinating with all departments.
- To support External Sales on E2E project identification and delivery.
- Monitoring and management of the order intake to ensure fulfilment of specific requirements such as minimum order quantities, prices, delivery times, origination costs payback, stock management, etc.
- Co-ordinate actions with other departments, such as logistics and production, to fulfil customer expectations on service (OTIF) and ad hoc assistance.
- Manage accounts assigned by the Plant / Regional Sales and Commercial Manager to maximise sales volume and profitability.
- Deal appropriately with customer requests: pricing policy, claims, samples, sketches, specifications, offers, general information, website training…
- Be responsible for maintaining the most up‑to‑date information concerning our customers in the company Management System (GPT, SSS, SAP, etc).
- Participate in the definition and follow‑up of customer account plans; support the data collection for these plans.
- Attend meetings together with Sales Representatives and the Plant / Regional Sales and Commercial Manager (Tier 1 meeting).
- Sustain the Group’s Management System relating to the sales and commercial activity (SSS, GPOT, SDS, SDP…).
- Promote the use of web‑based ordering by customers.
- Attend and contribute to major customer review meetings.
- Ensure that the processes for subcontracting the conversion of some goods for sale satisfy customer needs.
- Participate actively in the problem‑solving process when analysing customer claims related to Service issues/non‑conformities.
- Define and implement working instructions aimed at improving the efficiency of the customer service team.
- Work with Plant management to drive and improve customer satisfaction.
- Identify deficiencies in skills among the team and work to improve individual capabilities through coaching and training.
- Lead the definition and implementation of induction training for all new members joining the team.
- Participate in the definition and implementation of your own training program; support new training initiatives and report any detected skills that would need reinforcement.
- Lead the annual appraisal of team members with the Sales Manager.
Work Experience
Customer Service
Education
GCSEs (General Certificate of Secondary Education): Administration
Worker Type
Regular
Legal Statements
Saica Group is committed to Occupational Risk Prevention for its employees and partner companies, Environmental Protection, the Quality of its products and services, and Equal Opportunities between men and women. In our work, we seek a balance between professional and personal life.
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