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Customer Resolution Manager - Manufacturing
Huddersfield
£42,000 - £45,000
My client, a Global B2B manufacturer specialist, is seeking an experienced Customer Service Office Manager thast is experiened with end to end resolution.
You will need to be able to demonstrate that you have successfully resolved a high volume of customer issues - some escalated that have incorporated liaising internally with senior manageemt to obtain resolution for the customer from a product production and quality perspective.
The position would ideally suit a resolution manager that has experience managing and evaluating trends within a customer service team and offfering continuous imorovement solutions. Not only for the customer but also the team you are managing.
You will need to have exposure with challenges and time restraints that often occur within a manufactruing environment.
Confidence to manage a small but very busy team of 4 covering aftersales customer support and customer communications in a fast-paced environment. To engage and motivate this team successfully to progress excellent customer service, administration and events/communications with their customers.
You will be a versatile, adaptable Manager, experienced working within a similar position developing customer service and sales within a manufacturing or engineering business. I am looking for someone with a modern management approach, you will need to have a collaborative management style and the ability to empower your team through continuous up-skilling and coaching.
Key Responsibilities:
· Oversee the fulfilment of all customer orders within the business
· Ensure the team are maximising revenue from existing customer accounts
· Identify opportunities and methods that the team can use to initiate communications with customers for trade shows/press releases/social media.
· Hands-on customer support and management of the team workflow.
· Work alongside the Managing Director and BDM;s to ensure campaign & communications activity is appropriately targeted and is followed up.
· Manage team one2ones and staff records.
· Implement incentives.
· Recruitment and new starter inductions and training.
· Ensure all customer complaints relating to support functions are resolved internally building successful avenues of communication across the business.
Ideally, I will need you to have recently managed a similar team for a minimum of 2 years.
Key areas of the role which may be of interest –
Ø Providing leadership and direction whilst objectively measuring and managing the performance of individuals - including motivating the team during periods of high demand, rewarding good service and the timely management of under-performance
Ø Managing the demands of different teams and identifying the best resource for tasks
Ø Handling challenging customers relationships to a positive outcome
Have a collaborative management style - believes in training, development and coaching.
Ø Versatile - can switch between tasks quickly and effectively
Ø Excellent attention to detail and organisation skills
Ø Confident leader, who isn't afraid to be hands-on when needed
A competitive salary is offered dependant on experience with a great holiday allowance, full product training, free on-site parking and pension.
I look forward to hearing from you, thank you for taking the time to apply.
Lisa
FARR Associates
Recruitment Specialist
