Senior Customer Service Manager - Page Personnel Secretarial & Business Support : Job Details

• Senior Customer Service Manager
• £55,000 - £65,000 plus 15% bonus and benefits
• Managing teams across Europe - France, Germany, UK, Denmark
• Manufacturing / Chemical Industry
• Leeds based - some hybrid working

Client Details

Our client is a leading business within the Global Manufacturing space with sites across UK, France, Germany & Denmark who are now looking to appoint a Senior Customer Service Manager at their site in Leeds.

This role will have direct line management of 3 Customer Service Manager with a wider team of 13fte.

The role will have a key focus on driving customer satisfaction, improving operational process and procedures, and drive performance across the function

Description

• Ensure European Customer Service teams have all the tools, knowledge and resource to provide a world class levels of service to customers, resolve an issues, and own assign accounts
• Develop in depth strong working relationships with customers encouraging longevity and retention through exceptional service
• Ensure teams meet pre agreed performance metrics that support wider business goals and objectives
• Work collaboratively with counterparts across the business to ensure process and procedures are efficient and fit for purpose.
• Use data and customer feedback to drive process improvements and positive change across the business
• Implement SLA's and KPI's across the department focused on Customer Satisfaction and Quality
• Work with stakeholders across the business and act as the voice of the customer during key management meetings
• Drive continuous improvement activities across the department identifying ways to improve customer satisfaction, operational efficiency's and cost reduction

Profile

• Experience within a similar Customer Service Management role - ideally within a manufacturing / Chemicals environment
• Confidence with global export - ideally including hazardous materials, air freight, and trade compliance / regulations
• Ability to demonstrate continuous improvement activities
• Experience with ERP and CRM systems
• Ability to build strong working relationships with both internal and external stakeholders
• Ability to use and interpret data to make positive change
• European Language - DESIRABLE ONLY

Job Offer

Senior Customer Service Manager - Based in Leeds (some hybrid working)

• £55,000 - £65,000 doe
• up to 15% bonus
• 25 days holiday plus Bank - ability to buy and sell
• Excellent company pension offering
• On-site gym
• Free parking
• 6x life assurance