Customer Service Manager

Sector: Customer Service
Salary: £45,000 - £50,000 per annum
Location: Tiverton, Devon
Role: Full Time
Contract: Permanent
Job ref: 913211
Apply Now

Just Recruitment is recruiting for a Customer Service Manager to join a world-class manufacturer based in Tiverton, Devon.

This role will involve:

  • Reporting to the Sales Operations Director.
  • Building and maintaining a strong customer service team, with a focus on developing a strong customer service ethos, where customer experience is central.
  • Improving the efficiency and accuracy of processes in using the ERP and CRM systems.
  • Innovating the use of customer service KPI’s to drive measurable improvement and accountability.
  • This role will also, involve working closely with the European Branch Manager and Technical Sales Manager on internal process improvement as well as the UK and Distributor Support Managers in relation to customer liaison.

Key skills required:

  • Growth mindset with a flexible approach to changing circumstances and a willingness to take on new projects.
  • Self-motivated and able to work independently with minimal supervision, but also with the skills to engage at all levels of the business.
  • Strong emotional intelligence/behaviours – a win-win thinker.
  • Situational leadership style – willingness to use controlling and pacesetting styles only in the right circumstances.
  • Commitment to and experience in developing, motivating and engaging individuals.
  • Analytical mindset to develop and manage against high-quality performance measures.
  • Excellent knowledge of the use and development of ERP (Enterprise Resource Planning) and CRM (Customer Relationship Management) systems.
  • Skills in change management to ensure uptake and engagement, where process changes are identified.
  • Good understanding and practical application of HR procedures to include recruitment, employment legislation, employee relations procedures, i.e. performance management, disciplinary and grievance.

Role requirements:

  • Experience in a customer service team, responding to customer queries to provide solutions and maximising sales – reporting on the team’s performance.
  • Knowledge of logistics, both domestic and international.
  • Proven experience of transformational influence on teams.
  • Proven experience in supporting team members with a range of wellbeing initiatives.
  • Proven experience of using resilience, influence/persuasion, collaboration and appropriate compromise to resolve conflict.
  • Proven experience in managing a team through change – be those changes to the working process, organisational design or integrating new team members.
Contact Tracey Bates to talk about this role on 01376 517079