Customer Service Manager - Nigel Wright Group : Job Details

CompanyNigel Wright is delighted to be working with a leading manufacturing business to recruit a Customer Service Manager, this is a fantastic opportunity to join a successful team in a newly created role.RoleReporting into the Head of Supply Chain, the customer service manager will be responsible for leading a small team and will be responsible for ensuring a high level of customer engagement, interaction and satisfaction for all customers.

• Site lead for customer relationship management, critical point for customer interface and will be the voice of the customer internally.
• Lead a small team to coordinate healthy pipeline of NPI.
• Providing day to day leadership, management, coaching and mentoring to the team of site based Customer Service Advisors to manage order intake and to ensure OTIFD
• Cross functional internal stakeholder management, to ensure that relationships and communications are smooth with the likes of production, internal sales and external sales.
• Handling escalations from external customers and internal functions.
• Continuously improving the customer experience.

Experience

• Previous customer service team management experience ideally within a manufacturing environment.
• Passionate about delivering excellent customer experience / customer management.
• Strong IT skills and the ability to learn and utilise CRM systems swiftly and effectively.
• The ability to manage escalated customer service situations with internal and external stakeholders.
• Data management and analysis to translate into customer messaging and planning
• The ability to review and constantly improve customer service systems and processes, in conjunction with relevant stakeholders.