Customer Service Manager

Customer Service Manager

Panic Transport are looking for a Customer Service Manager to join their team. You will be responsible for planning, coordinating and controlling the activities of the customer service team to ensure that the needs of customers are being satisfied and a world class service is being delivered and promoted across the Company.

Contract type: Permanent

Location: Europark, A5 Watling Street, Clifton Upon Dunsmore, CV23 0AL

Key responsibilities:

·Supervise the handling of high-volume queries, utilising the CRM system to collate records of discussions or correspondence and to track customer complaint resolution to ensure all queries, including complex and escalated issues, are managed effectively and efficiently;

·Develop and implement agreed customer service standards, policies and procedures across all customer service functions, supervise the priority and allegation of tasks and ensure the necessary resources and tools are available to increase efficiency and service levels;

·Review and assess customer contracts, especially new accounts, to develop a clear understanding of their requirements and service level agreements;

·Develop a thorough understanding of pricing schedules by controlling the input and maintenance of rates and maps in the Stirling System to provide accurate rates;

·Liaise with the local management team to support and implement new customer service improvements and growth strategies to increase profitability;

·Lead, develop and motivate direct reports to ensure they reach their full potential and subsequently contribute to the overall performance of the business and deliver a world class service;

·Proactively support and adhere to all Group HR, GDPR and Health & safety policies to ensure both the Company and Group are fully compliant;

Key Skills:

·Patience and attentiveness to provide high customer service levels

·Effective communication skills at all levels both written and verbal

·Ability to handle high levels of pressure and manage own time and departmental resources effectively

·Commercially astute

·Mentoring and Coaching of employee development to improve the capabilities of the department

·Pro-active approach to problem solving

Desired Knowledge, Experience, Qualifications:

·Transport and warehousing

·working knowledge of CRM systems preferably Sage

·Working knowledge of software management systems including TMS and WMS (Stirling,)

·Product and service delivery opportunities

·Management of a customer service department and the implementation of standard processes and procedures

·Development of a customer portfolio and management of agreed pricing schedules

·Proven track record of dealing with and concluding customer service challenges

·GCSE’s at grade A-C in English Language and Mathematics (or equivalent)

·A Customer Service Management qualification (or equivalent) would be preferable

We are recruiting now for this role. For more information on this role please contactrecruitment direct on 0333 987 3121. To apply please forward your CV to [email protected]

HOW TO APPLY

We are an equal opportunities employer whom encourage and welcome applications from all backgrounds. We are recruiting now for this role. To apply please forward your CV with any relevant experience listed, to [email protected]

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