Job Description

This role involves but is not limited to:

• Manage, support and develop the Customer Service Team, ensuring clear standards, priorities and accountability across the department.
• Oversee day-to-day customer service activities, ensuring customer queries, order updates, complaints and escalations are handled professionally and in a timely manner.
• Monitor customer interactions and intervene where required to resolve complex queries, complaints or service-related concerns.
• Take ownership of customer issues and complaints, identifying root causes and driving corrective actions. This includes issues relating to production, quality, delivery, pricing, stock availability and customer communication.
• Manage incoming calls relating to orders, queries and customer requests, ensuring these are either dealt with directly or routed to the appropriate person or department.
• Oversee the effective use and management of KAMA, ensuring customer information, order requirements, communication records and service actions are accurately maintained.
• Monitor and manage key customer service reports, including the lead time report and late list, ensuring risks are identified early and actions are taken to minimise delays and customer dissatisfaction.
• Liaise with Production, Planning and Transport to ensure customer orders are scheduled, produced and delivered in line with agreed requirements and service expectations.
• Work closely with the Transport Team to monitor delivery performance, resolve delivery issues and provide accurate updates to customers where delays or changes occur.
• Work with Accounts to ensure order queries, pricing issues, credit queries and invoice discrepancies are investigated and resolved efficiently.
• Liaise with Sales, Operations, Planning, Production and Warehouse teams to improve customer communication and ensure a joined-up approach to customer service.
• Support the management of customer expectations regarding lead times, order changes, delivery dates, shortages, stock issues and any operational constraints.
• Review and respond to late orders, delayed deliveries and outstanding customer issues, ensuring appropriate escalation where required.
• Ensure customer records, order information, complaints, actions and communications are accurate, up to date and managed in line with company processes.
• Provide regular updates to the Sales Director on customer service performance, key issues, risks, late orders, customer complaints and improvement actions.
• Ensure the department maintains a professional, customer-focused approach, particularly in a fast-paced manufacturing environment where priorities and lead times may change.

Requirements:

• Proven experience in customer service management.
• Strong leadership and communication skills.
• Excellent problem-solving abilities.
• Experience in a manufacturing or packaging environment is desirable.
• Ability to plan and prioritise.
• Fluent English
• Excellent communication skills (including telephone)
• Organised
• Attention to detail.
• Previous customer services experience
• Ability to multi-task and meet deadlines.
• Ability to manage competing priorities, work under pressure and meet deadlines.
• Good attention to detail and accuracy when handling customer information, orders, reports and system updates
• Experience using customer service, order management or ERP systems.
• Experience with KAMA, SAP or similar manufacturing/customer management systems would be desirable
• Ability to use reports and data, such as lead time reports and late lists, to manage workload and customer expectations.
• Experience within a manufacturing, packaging or fast-paced operational environment is desirable
• Ability to work cross-functionally with Sales, Accounts, Planning, Production, Transport and Warehouse teams.
• Organised, proactive and able to take ownership of issues through to resolution.
• Previous customer service experience is essential.
• Ability to multi-task while maintaining professionalism and accuracy.

Benefits: Bicycle leasing; Cafeteria; Discount for employees possible; Free vegetables, fruits and drinks; Health benefits; Meal discounts; Modern office spaces; Parking; Referral program

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