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Customer Service Manager

Job LocationColeshill, Birmingham
EducationNot Mentioned
Salary£30,000 - £35,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Customer Service ManagerSalary £30,000 to £35,000 depending on experienceColeshillWhy would you want to work hereWorking for an SME based in Coleshill, this business is going from strength to strength. They are investing heavily in training and development of staff and provide internal communications, so you are always aware of what is going on in the business. The role comes with free parking, a lunch break, a morning break and afternoon break, free tea and coffee, 25 days holiday plus BH’s and full training. Working hours are 8.30 to 5.30 Monday to Friday.A brief overview of day to day duties:

  • Responsible for managing day to day activities of 9 Account Managers
  • Deals with any escalated complaints
  • Ensure all agents are providing the highest level of customer service at all times
  • Ensuring all KPIs are achieved monthly
  • Create effective customer service procedures, policies, and standards
  • Assess service statistics and prepare detailed reports on your findings
  • Work closely with supply chain and warehouse to ensure customer orders are shipped on time
  • Monitor customer services inbox
  • Maintain accurate records and document all customer service activities and discussions
  • Recruitment and training for new customer service agents
  • Support with sales team ensuring new quotes and prices are loaded onto the database
  • Lead by example
  • Hold department meetings and attend management meetings representing your team
  • Experience required
  • The ideal candidate must have excellent B2B knowledge and experience
  • A background within an ecommerce business
  • Managed a team of customer account managers
  • Have trained, mentored and coached
  • Proficiency in Microsoft Office and customer service software
  • Outstanding written and verbal communication skills
  • Own transport is required due to the location
  • Please note interviews will be held on site face to face, but virtual working is flexible as part of the role initially. Parking is available with the role.Job no 3366

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