Customer Services Manager

We are recruiting for a Customer Services Manager.

The purpose of the role is to further improve and develop the Customer Service team and the complete customer experience, driving top line sales and overall Supply Chain efficiency improvements. In addition, continually developing the existing and new Customer base, driving sustainable growth through close collaboration with the external and internal Stakeholders.

We are looking for someone who can develop the skills and capabilities of the Customer Service function to be a best in class in service and be the internal voice of the Customer.

The candidate should have a minimum 7 years’ Customer Service experience and needs to have a wide and varied experience in Operational Customer Services with strong interpersonal and communication skills, both written and oral. Holding a university degree would be preferred.

Essential Duties and Typical Responsibilities – Key Activities:

• Lead the Customer Services team ensuring ongoing improvements in OTIF metrics, operational excellence, and inventory management.
• Manage the ongoing Sales short and medium term forecast working closely with operational planning, production and procurement ensuring customer service and satisfaction.
• Work closely with the wider supply chain in supporting TWC targets in finished goods inventory levels in line with commercial customer agreements.
• Development and Implementation of Customer based Scorecards, measurement and improvement metrics.
• Continual improvement and development of the S&OP process internally and externally.
• Develop customer engagement processes with clear meeting cadence.
• Implementation and drive commercial guidelines on operational additional requests ( eg trial process, storage agreements etc), in conjunction with the Sales team.
• Work closely with operational leaders to identify opportunities for process enhancements.
• Provide training and guidance to teams on new processes and how to identify improvement opportunities.
• Establish key performance metrics and dashboards for monitoring operational performance.
• Facilitate change management in leading and supporting operational and company-wide initiatives.
• Ensure compliance with all applicable laws, regulations, and operational standards.

Job Dimensions & Key Interfaces:

• Senior Management: Collaborating with senior leaders to align Customer Service requirements and objectives with business objectives.
• Department Heads: Working closely with heads of departments such as Sales, Supply Chain, Operations and Finance, to identify and implement process improvements.
• Project Teams: Leading and coordinating cross-functional teams to drive process Customer Service and Sales Growth.
• Employees: Engaging with employees at all levels to foster a “Customer First ” continuous improvement approach and gather feedback on process changes.
• External Partners: Interacting with external consultants, vendors, and industry experts to benchmark best practices and incorporate new methods.

Personal attributes:

• Analytical Thinking: Ability to analyse complex data and processes to identify areas of opportunities in revenue and growth.
• Leadership: Strong leadership skills to inspire and guide teams ,stakeholders and customers on the Company vision and ambition.
• Communication: Excellent communication skills to drive a develop strong internal and external partnerships.
• Problem-Solving: Proactive problem-solving abilities to address challenges and implement effective solutions.
• Attention to Detail: Keen attention to detail to ensure accuracy and quality in all areas of customer service.
• Adaptability: Flexibility to adapt to changing circumstances and changes in operational capabilities impacting sales assumptions.

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