Customer Service Manager

The main purpose of this role is to lead and manage the Customer Service function to ensure orders and invoices are dealt with in a timely, accurate and efficient manner, liaise with and support internal and external stakeholders, enabling the company to meet its targets on customer satisfaction, service and quality.
THE ROLE:
Lead the Customer Service department in line with Leadership Expectations and tools to develop, coach, and guide its members to ensure a workforce that is competent, engaged, and enabled to meet the business' current and future needs.
Manage customer service function activities to ensure high performance to reach or exceed customer expectations by setting standard procedures
Oversee all aspects of the customer service function to troubleshoot processes and procedures and make improvements in customer service quality. Coordinate with team members to ensure the standard of order processing is maintained.
Set and monitor customer service targets/KPIs and monitor the performance of the team to ensure that these targets are achieved.
Provide training on handling sensitive customer service issues and resolve such issues when necessary.
Maintains confidentiality regarding personnel information and customer financial data by keeping sensitive documents private and secure and in line with local and group GDPR regulations and procedure
Design and continuously review the structure for customer service workload to ensure efficiency, meet changing needs and maintain a high level of performance by training, coaching, and monitoring staff to ensure good customer relations, responsiveness, and high levels of customer satisfaction.
Analyse customer complaints and resolve problems to ensure that all learning points are shared with relevant stakeholders in the organization and corrective action is taken to avoid repetition in the future.
Liaise with sales teams, supply chain, and another relevant stakeholders to ensure that customer expectations are met and that any issues are resolved in a timely and efficient manner through effective teamwork and good communication.
Monitor, report and improve internal logistics KPIs
Be a key stakeholder in the tendering of transport providers ensuring that sales/deliveries are met.
Act as contract manager with logistics providers - sales/delivery services, following up, reporting and driving high performance of providers on KPIs such as OTIF, efficiency, claims and cost.
Carry out regular formal review of existing transport providers along with Purchasing
THE CONSULTANCY:
Edwards & Pearce acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Edwards & Pearce is an Equal Opportunities Employe