CUSTOMER SERVICE MANAGER
Sunbury on Thames
Salary up to £40,000 DOE

About the Role

Our client is looking for a Customer Service Manager to join their growing team. The successful candidate will be responsible providing exceptional customer service to consumers, retail partners and sales representatives. 

The Customer Service Manager, oversees a matrix structure of 3 customer service executives, each supporting a geographic sales team.  The role is responsible for ensuring all received orders are processed and released to warehouses, on time and with the highest accuracy and fulfilment. 

Main duties:

Order Capture/Fulfilment

Management of Allocation Process, including ownership of systems and processes.
Ad hoc allocations in-order to ensure maximum fulfilment.
Maintenance of various software applications, and customer portals to capture orders
Ensure the team are supporting end consumer issues and queries relating to direct sales
People Management

Manage a team of 3 customer service executives, each responsible for a geographic region
Utilizing internal stakeholders and external learning resources, ensure the team are trained and operating to the highest standard.
Ensure there is a network of effective communication between Sales and Customer service to ensure orders are received with high accuracy and processed efficiently
Customer Relationship Management

Ensure all operational customer data is captured, stored and utilised to avoid additional delays or costs.
Attend customer meetings as required to drive behavioural change and ensure objectives are delivered
Ensure the customer service team are delivering effective support (speculative enquiries, onboarding, quotations, backorder reports, cross selling etc), to our trade customers
Drive change in the business through utilising systems and process to deliver an seamless level of service to our trade customers.
Represent the sales teams internally and report to the board weekly on status of the orderbook, along with expected sales values sent to warehouses
 

Candidate Requirements:

Minimum of 2 years’ experience in a customer service environment
English speaking, with additional European language preferred
Commitment to customer satisfaction
Can do attitude with a pleasant and calm demeaner
Ability to multitask and work in a fast-paced environment
Strong detail orientation and written communication skills
Excellent verbal communication skills and phone etiquette
Possess strong work ethic and team player mentality
Proficient with MS office applications, including Outlook, Excel, Word
Preferred experience with ERP systems
 

Please note if you have not been contacted by Plum Personnel within seven days then unfortunately on this occasion you have been unsuccessful. Due to the high level of applications we are receiving at this time, we are unfortunately unable to give individual feedbacks. Plum Personnel is acting as an employment agency in relation to this vacancy.  Plum Personnel is an equal opportunities employer.