Customer Service Manager

Job Title: Customer Service Manager
Contract Type: Permanent
Location: Cheltenham, Gloucestershire
Salary: Negotiable
Start Date: ASAP
Reference: 959072_1551438848
Contact Name: Giles Churchill
Contact Email:
Job Published: March 01, 2019 11:14

Job Description

Customer Service Manager


My client is designs and manufactures of specialist equipment and is a solutions provider for people or organisations which require complex care. They are a market leader in their field with ambitions to grow. They are looking to recruit a Customer Service Manager to manage the service, installation and internal sales teams within the company. As the point of contact between the company and our customers, once our sales team has handed over the order. The Customer Services team liaise during manufacture to arrange installation, and after delivery co-ordinate servicing of equipment during its life and organise repair if required.
The Customer Services manager will lead a team (currently 9 staff) to deal professionally with our customers and co-ordinate to the manufacturing team and the service engineering team to ensure the customer requirements are clearly communicated. The objective is to provide the best customer experience through great communication and fulfilling their needs.
Main functions and responsibilities
*A key part of the leadership team to provide the link from the customer need to the delivery teams: the main two being production in the factory and the service engineers.
*Lead the team to deliver the functions outlined below
*Develop the processes and the team to challenge and improve the way we work. Ensure the teams take responsibility and decisions to address enquiries within the single call if possible.
*Drive repeat business and referrals through our excellent service and relationships.
*Work closely with:
*Technical Director
*Sales director
*Supply Chain Manager
*Site Operations Manager
Lead team for new equipment sales
*Work with the sales team to check the quotations and orders and provide the customer order acknowledgement including the promise date.
*Process new orders into the SAP system to generate the correct demand for our Production team to act upon.
*Monitor the customer installation and ensure they are ready to install our equipment when delivered. When ready issue the pick and pack instructions and plan the despatch process.
*Co-ordinate an installation engineer to install the equipment, managing the overall location of the work to minimise travel.

Lead team for service and repair
*Organise the servicing of installed equipment as required by the various service contracts awarded.
*Raising pick and pack and despatch instructions to ensure equipment is delivered with the engineer for the service or repair activity,
*Co-ordinate the service and repair engineer to service or repair the equipment, managing the overall location of the work to minimise travel.
*Manage the first point of contact for product repairs but escalating technical issues as required.
*Raising quotations for repair operations, receiving the order and processing the order in SAP.
*Management of 24/7 support phone cover.

Management tasks
*Budget Management
*Team Performance, reviews & people management
*Operational management & improvement
*Celebrate success

Measures of success
*Positive customer feedback/ advocacy
*Quality metrics
*Achievement of financial targets
*Health & safety compliance

The Person
*Is a self starter and drives for own success
*Behaves with integrity and needs to be trusted
*Can be assertive and firm when needed
*Is positive and engaging when communicating with the team
*Has a genuine and authentic interest in people : development of people is critical for success

For more information on this role please call Giles Churchill at Omega Resource Group on 01453 829794 or 07966 971648

Omega Resource Group Ltd is acting as an Employment Agency in relation to this vacancy.