We are currently supporting an innovative, family-run SME who are actively seeking an experienced Customer Experience Manager to join their team based in Melton, North Ferriby.
As Customer Service Manager, you will be responsible for overseeing a team of Customer Excellence executives and Key Account Managers. You will ensure best practice is demonstrated and only the best customer service experience will do. You will review, streamline and implement processes whilst providing guidance, mentoring and training to your team. This vital role encompasses many areas and requires a motivated approach of initial and ongoing improvements to bring this about.
Key duties and responsibilities...
* Management of staff in your team, including helping with recruitment, inductions and training
* Ensure the phones are answered quickly and professionally in line with protocol and calls processed accordingly.
* Ensure all orders are processed accurately and on time
* Ensure setting up and the smooth running of orders containing specials, sign and print orders
* Increase order fulfillment by decreasing back orders and part deliveries
* Ensure team are always up-selling
* Ensuring enquires are dealt with quickly and efficiently and quotes are followed up
* Check and authorise all credits/refunds
* Ensure Courier claims for missing goods and late deliveries are being managed and refunded
Requirements
* Strong people management skills - mentoring, training
* Ability to work quickly and with confidence
* Experienced reviewing, Streamlining, and implementing processes
* Able to act on own initiative when the situation demands
* Excellent IT skills
* Experienced using SAP system
* Accuracy and attention to detail
* Can be relied upon to produce high quality work and complete tasks
* Aware of the needs of customers and the company
* Seeks to provide excellent quality of customer service at all times
* Able to work under pressure
* Commercially aware - being able to work with internal departmetns to push for continuous improvements
Monday - Friday 07:00 - 16:30
Benefits
* Salaries between £35,000 - £40,000 per annum DOE
* GP related bonus
* Private healthcare
* Free on-site parking facilities
* Laptop/Phone etc
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