Customer Service Manager Manufacturing

Job Description

The Customer Service Manager is responsible and accountable for working with our existing key accounts, trading customers and an influential member of the team on new customer introductions. The role will be the voice of the customer who will be an advocate for customer relationships and help develop future business. The Customer Service Manager will co-ordinate all customer orders to achieve the delivery requirements by collaborating with companies support functions. The core function will be to mentor and support other team members to achieve their goals and continually strive for better results, ensuring skills and capabilities are aligned to ensure the companys growth expectations can be realized.LEADERSHIP:· Self-awareness and a desire to grow and learnAligned to company core values· Lead the department to evaluate and take actions consistently in line with companys overall strategic goals· Challenge basic assumptionsACCOUNTABLE: The Customer Service Manager will demonstrate a personality that takes accountability for the result. Looks to promote the successes with the team yet will willingly take on responsibility for underperformance / failure. Is conscientious and has a "can do" attitude that will spread to those around him/her. The following points of accountability and key requirements are, but not limited to:· Developing Strong Tactical Customer Relationships· Ensuring effective Communication to customer all matters relating to Sales Orders and their fulfillment· Effectively resolving Customer Complaints/Concern· Helping to Develop New Business from existing customers· Accountable for the processing Customer orders· Providing Sales Order acknowledgments in 48 hrs· Managing Customer Returns & Corrective Actions in a timely manner· Provide Customer Intelligence to aid Sales Forecasting· Work closely with other support functions to deliver the customers objective.· Support customer meeting/reviews.· Effective onboarding of new customersKPIs: In line with the Companys Process Accountability Chart (PACE/FACE) the Customer Service Manager is Accountable for.· Improve Customer Service level (QD Hard Measure)· Develop & Manage CSAT / NPS Score (Happiness Soft Measure)· Formal Reporting of above.PEOPLE SKILLS:· Hiring the right team - proven track record of hiring "A players" and appreciating the future needs of the organization· Mentoring - whereby you share your knowledge, skills and experience to assist others to progress in their own lives and careers · Performance management - Is equally capable of dealing with any people issues in a proper and efficient manner - one that instils respect rather than fear.· Empathy - An ability to be relatable to all staff and customers whilst ensuring boundaries of management and the business are adhered to.· Communication Skills - Has the ability to convey information at all levels effectively and efficiently· Respect - Commands respect through leading by exampleCONTINUOUS IMPROVEMENT: Can demonstrate a knowledge ideally from a manufacturing environment. Work on the basis of "best practice" in a few disciplines that include but are not limited to 5S / Lean / Six Sigma.RESULTS DRIVEN: Shows a clear understanding of business metrics and is focused on delivering results, in a timely manner - reporting those metrics to the XXX that are accurate and meet the expectations of the business, including but not limited to…· Order Book vs Forecast· Order Receipt vs Order Acknowledgements· Delivery on time >95%· Customer Complaint response timeCUSTOMER SERVICE KNOWLEDGE:· QCD metrics· Company profitability· People (training, development, culture, succession planning etc.)· Methods of employee engagement· Introduced new processs· Business wide understanding (Financial, Operations, etc...) that contributes to winning new business and creating value for the customer· Has worked in a manufacturing Environment· Ability to occasionally work extended and/or unsociable hours· Can Drive change and new initiatives.QUALIFICATIONS / EXPERIENCE:Desirable· Business management qualification (degree) - minimum of two years post qualification experience· Customer Service qualifications / evidence of training