Customer Service Manager - Maldon, United Kingdom - Consilium Recruit

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Maldon, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

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:
£35,000 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 of Customer Service Manager:
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's 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 ideal Customer Service Manager:

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
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