Customer Services Manager
London
£37k - £40k + excellent benefits
Our client, an innovative and dynamic FMCG/Retail business, is looking to recruit a fast paced and commercially astute Customer Services Manager to join their growing team based in Central London. You will be responsible and accountable for a team of Customer Service Executives to provide exceptional service to International Retail and Wholesale Customers.
Key Responsibilities:
* Leading a team of Customer Service Executives, providing clear objectives and management of performance
* Developing your team members to fulfil their individual capability and potential and to support their individual personal and career development
* Work closely with planning, sales, finance and 3PL logistics provider to ensure there is quick turn around on order to cash
* Daily review of open orders reports to ensure delivery of the monthly sales target
* Conduct regular reviews with sales and key customers to ensure we are delivering optimum customer service experience
* Creating and maintaining documentation related to customer service procedures
* Generate and review periodic reports on customers services KPIs, Customer buying behaviour and order to cash cycle
Key Skills
* Degree educated
* 3 + years experience within Customer Services Management
* Excellent communication skills (written and verbal), and an ability to communicate well at all levels and a high level of influencing skills
* Highly numerate and with strong IT skills, particularly Excel (pivot tables)
* experience with Microsoft Navision is desirable
* Strong People, Team Leadership and Management skills, with demonstrable evidence of creating high performing teams and delivering operational excellence
* Good understanding of customer services for multi-channel business with global reach
* Proven experience and successful track record in preventive and corrective problem solving of supply chain issues is essential, with proven decision making experience
* Prior experience in managing a team - including setting clear expectations, monitoring and reviewing progress and supporting performance, is required
* Proven track record in developing team capability to meet commercial and individual needs is essential.
Keywords: Customer Service Manager, Navision, 3PL, FMCG, Retail, Wholesale.