Customer Service Manager

Description:

Customer Service Manager – Andover – £50k - £60k DOE
Do you come from the capital equipment sector? Would you like to work for an inspirational
engineering company making revolutionary products that really can make a difference to
people’s lives?
We are looking for resilient, passionate Customer Service Manager with a proven record of
driving a high-performance structured team, managing career paths and succession planning.
Reporting directly to the Director; The Customer Service Manager role is to manage the
interactions of the Customer Service team with internal (Sales Teams) and external (Direct
Customers and Distributors) stakeholders including technical issues. This role will include working
closely with all key contacts to provide a seamless customer experience delivering world class
service.
This opportunity offers huge future career progression, fantastic company benefits such as
employee assistant program, 10% bonus schemes, 4% flex fund (option to buy 5 days holiday extra
per year) birthdays off, gym membership, free parking, early finish Friday’s + much more, Salary
£50k - £60k - based in Andover.

Responsibilities of the Customer Service Manager:

Responsible for the smooth flow of all quote, orders and despatches through the business for
Sales Office & Distributors and will require close collaboration with key contacts at each site.
Accountable for the full customer sales cycle post equipment sale:
 Managing the day-to-day functions of the Customer Service team;
 Ensuring a high degree of internal and external customer satisfaction with all customer
interactions
 Ensuring key accounts are managed effectively, with a personalised account specialist
approach and within agreed service levels for all interactions
 Drive a high performing structured team. Manage career paths and succession planning.
 Building key relationships with existing and new contacts.
 Working with contacts, sales teams and supply chain management to improve forecast
accuracy
 Ensure all quotes, orders, contracts, cases, returns, return to base units and general
issues are dealt with in line with defined service levels
 Review all customer satisfaction surveys and non-conformance reports driving
continuous improvements
 Regular performance reviews with all personnel to ensure they have the appropriate
equipment and resources to complete their tasks, including monthly folder sessions with Office based staff. Resolution of issues / conflicts between contacts’ expectations and achievable results
 Continually challenge and improve data capture & customer service systems
 Pre-empting payment issues and liaison with Accounts in regard to Aged Debtors
 Ensuring increased efficiency through the introduction of new methods of operation
 Help to increase revenues for repeat contract work through excellent customer service
work and incentive schemes
 Work with Customer Service Systems & Process Manager to improve CRM system to
drive efficiencies and effectiveness
 Setting and monitoring of Key Performance Indicators (KPI’s) for the team to ensure all
interactions are dealt with according to the agreed service levels
 Streamlining of day to day activities and support requirements
 Act as a point of escalation to resolve by phone, email or in person, issues to ensure
customer satisfaction
 Working with UK Customer Service, Validation and Field Service teams to share ways of
working to ensure customers are retained and increase positive feedback ratings.
Essential skills / requirements of the Customer Service Manager:
 SAP Experience
 Incoming Customer email handling systems
 Microsoft Dynamics / Other CRM Systems
 A good understanding of business processes
 A positive, flexible and results orientated approach
 Excellent line management and conflict skills
 Close attention to detail to produce work of a high standard is essential
 Experience of working in a customer facing role
 A robust personality, able to handle pressurised situations
 Able to work autonomously and demonstrate good decision qualities but also be
capable of sharing workload within a small team and directing work as appropriate
 An experienced team leader who is able to build a one team approach
What’s in it for you?
1. Salary £50k - £60k DOE
2. 4% Flex-Fund (take this as cash or use it to purchase additional benefits such as extra
holiday; private healthcare; extra life insurance; private dental cover – and lots more!)
3. 25 days holiday – option to buy 5 more with line manager approval as part of flex fund
4. 7% Employer pension contribution when matched by employee (min. 3% employee
contribution)
5. 4x salary Life Assurance - option to increase up to 8x salary
6. 10% Bonus scheme based on business performance and person objectives
7. Employee Assistance Program (debt management, family relations, health problems or
career advice) AON Plus+ lifestyle discounts (travel, entertainment, insurance, wellbeing)