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Job Description
- Responsibility for the day to day management of the Customer Services Department. Providing leadership and direction to the Customer Services Supervisors and their teams to ensure that an excellent standard of service is provided and maintained.
- Role responsibilities:
- Ensure the full implementation of the Customer Services strategy across the business.
- Ensure that the Customer Services function operates effectively and that the functions’ activities are aligned to departmental and Company objectives.
- Ensure the accurate processing of customer quotations, orders and order confirmations within agreed timescales.
- Ensure that all customer inquiries are satisfactorily managed, resolved and closed within agreed timescales.
- Ensure that the Customer Services function is adequately staffed and trained to deliver an efficient service to internal and external customers.
- Represent the Customer Services function as an active member of the Senior Management Team.
- Actively promote and manage the process of continuous improvement in Customer Service standards within Call Inquiries and Order Processing.
- Create and sustain a positive team environment displaying high levels of motivation and excellent team spirit.
- Participate and contribute to relevant management meetings.
- Promote effective communication throughout all levels of the Customer Services function.
Job Requirements
- Minimum of 5 years’ recent and proven experience within a busy commercial customer service environment, of which 3 years should be at senior customer relations management level.
- Customer & employee relations management.
- Demonstrable experience of successful change management and/or application of continuous/business improvement techniques.
- Excellent people management, leadership, coaching and motivation skills
- Excellent customer awareness & focus
- Excellent communication and interpersonal skills
- Excellent planning, organizing and prioritizing skills
- Excellent decision making / problem solving capabilities
- Demands high standards of accuracy and attention to detail
- Ability to persuade and influence others
- Ability to use own initiative
- Knowledge of Microsoft packages
- Positive / ‘Can Do’ philosophy
- Have a holistic approach / vision
- Assertive and confident manner
- Patient and calm demeanor
- High levels of honesty & integrity
- Creative/innovative/forward thinking
- Good commercial acumen
- Analytical and efficient approach to work
- Willingness to work additional hours as required
