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Customer Services Manager

Job Title: Customer Services Manager
Contract Type: Permanent
Location: London, England
Industry:
Salary: £40000 - £42000 per annum
: ASAP
REF: SR1409CSM_1505408010
Contact Name: Sam Robinson
Contact Email: Sam.Robinson@ojassociates.com
Job Published: about 1 month ago

Job Description

Role Objective

  • Proactively engage stakeholders and increase customer satisfaction by ensuring all customer orders are fulfilled on time in full
  • Drive a motivated team culture where the internal and external customers are always come first
  • Build capability within the team to deliver a market leading customer services experience by focusing on processes, technology and individual development

Job description

  • Align customer services team globally to deliver consistent TD customer service experience and objectives
  • Be the voice of Tom Dixon by ensuring external and internal customer communications are consistent, clear and timely
  • Work closely with planning, sales, finance and 3PL logistics provider to ensure there is quick turn around on order to cash
  • Daily review of open orders reports to ensure delivery of the monthly sales target
  • Conduct regular reviews with sales and key customers to ensure we are delivering optimum customer service experience
  • Improve Customer Service experience by implementing efficient processes and resolve customer queries quickly
  • Support all team members on day to day critical business decisions and use defined escalation route where necessary
  • Review customer queries periodically and work towards resolving root causes
  • Creating and maintaining documentation related to customer service procedures on shared network
  • Generate and review periodic reports on customers services KPIs, Customer buying behaviour and order to cash cycle
  • Manage resources within team to support peak business activities during month ends and any promotional activities

Competencies

  • Essential 3-4 years of experience in similar capacity;
    • Business-to-Business "B2B" experience is essential
  • Ability to not only plan but to plan in the context of the business and manage the plan when faced with conflicting priorities
  • Able to build a good rapport with internal customers and communicate effectively with all stake holders
  • Strong People, Team Leadership and Management skills, with demonstrable evidence of creating high performing teams and delivering operational excellence
  • Real attention to detail with the curiosity to investigate and the tenacity to get the nub of an underlying issue (be three questions deep, rather than accepting of the first answer provided).
  • Strong written and verbal communication skills
  • Good understanding of customer services for multi-channel business with global reach
  • Intermediate - Advance Microsoft Office skills in Excel (Able to use pivot) and PowerPoint
  • Previous experience with Navision is desirable