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  • Job reference: RMS0225901

Customer Service Manager

  • Sector: Manufacturing, Transport & Logistics
  • Location: Hartlepool, County Durham
  • Job type: Permanent
  • Date posted: 08/07/2020
  • Duration: staff
This vacancy has now been filled.

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The Role:
A vacancy exists for a Customer Service Manager based at Hartlepool. You will lead, manage and develop the Customer Service Team to ensure that all sales enquiries, orders, artwork, complaints and queries are processed to both internal and external customer satisfaction. As a member of the Operations Management Team, you will attend daily and weekly meetings and communicate back to the Customer Service team ensuring that all work deadlines are met. A methodical and proactive approach with a positive, calm attitude is required for this role.

Role Purpose
Ensure that all products are delivered to the customer conforming to the quality standards, in full and on time at the lowest cost.

Key Accountabilities
- Keep people safe
- To ensure that all Employees are fully trained in all aspects of their role
- To achieve and improve upon the OTIF target
- To achieve at least a budgetary performance in their areas of cost.
- To manage customer expectation in line with SDS priority accounts
- Ownership of trial procedures for new jobs
- To develop and sustain a positive, continuously improving, customer focused culture at the site

Job Responsibilities:
- Manage, motivate and develop the Customer Service team through Team leader, and 1:1s on a monthly basis
- Load Balancing the daily factory plan in line with customer expectations, despatch delivery requirements and manufacturing productivity constraints
- To achieve and improve the agreed OTIF target
- To achieve budgetary control in their area of cost
- To manage customer expectation in line with SDS priority accounts
- Ownership of trial procedure for new jobs
- Manage stock levels in line with Customer Service level agreements and take action accordingly
- To develop and sustain a positive, continuously improving, customer faced culture at the site
- Provide Monthly Reporting on KPIs, as required, and present at Monthly Operations Meeting

Essential Skills / Qualifications:
Experienced Manager of people with a proven track record of developing and engaging others, working with and through members of the team
Team and Customer orientated, previous experience working with Customer Service administration is preferred
FMCG experience
Consistent accurate attention to detail, with a flexible and adaptable attitude
Organised with ability to work under pressure in order to meet tight deadlines
Data collection and analysis experience is essential

About Fircroft:
Fircroft has been placing people in specialist technical industries for over 50 years, focusing on mid to senior level engineers for contract and permanent roles worldwide. By applying for this job you give consent for Fircroft to contact you, via email & telephone, to discuss your application along with future positions and Fircroft's services.

Fircroft is registered as a Data Controller with the Information Commissioner as required under the General Data Protection Regulation 2016/679. Fircroft will only process your personal data for the specific purposes of managing your application.

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