Job Title : Customer Care Manager
Sector : General
Location : Redditch, Hereford & Worcestershire
Job Type : Permanent
Salary : £30,000 per annum
Details and Experience Required
Due to growth our globally established client are now looking for a Customer
Service Engineer to manage customer service representatives in two new departments , of which are based in their south Birmingham office and their French premises. The UK office will consist of 3-4 employees with the French offices consisting of 9-10 employees.
The appropriate candidate will be expected to regularly commute between these two locations and occasionally visit other locations world-wide. It is anticipated that during the first 6 months of employment that they will spend two weeks per month in France and two in the UK. Once stabilization and smooth running of the French department has been achieved it is likely that attendance in France will reduce to one week per month.
The role requires a confident, professional individual with drive and vigour who understands and has the ability to work under pressure and achieve time driven results.
The ideal Background will be from the service or manufacturing sector, but must be business orientated and have international/multi-lingual/currency experience.
Must have the personality to successfully lead teams by gaining willing co-operation, but the personal strength to stand resolute when this is not forthcoming.
Product and company training will be offered to the candidate, but it is anticipated that they will already have the full range of knowledge and aptitudes to be able to become effective almost immediately.
The capability to communicate in French is foremost but would be withdrawn for the most exceptional candidate.
Position Summary
Oversee and direct the whole groups Customer Service Departments activities through frequent multi-site attendance and by managing and implementing the required duties.
Essential Functions
To perform this job successfully, an individual must be able to undertake each essential duty satisfactorily. The requirements listed below are representative of, but not limited to, the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Ability to quickly analyze pricing and cost structures to quote competitive bids when required.
• Ensure the timely data entry of orders arriving by any media into the computer system.
• Work with key distributors and sales teams to process special orders, change special customer requirements and handle unusual requests.
• Expedite orders by communicating with the Operations department, ensuring orders ship when scheduled and to communicate information to Customers.
• Liaise with the Operations department regarding lead times, product shortages, and manufacturing issues and to communicate relevant information to the Customer Service team.
• Communicate with established as well as potential new customers regarding orders, first line technical queries and sales promotions.
• Manage any customer documentation requirements (literature, invoices, credit application, etc.)
• Offer resolutions to customer complaints and to carry out customer satisfaction surveys
• Travel to trade shows or customer locations when required.
• Establish and maintain customer service metrics to measure the performance of the department
• Manage departmental HR functions; including
recruitment and selection, scheduling work load and hours, employee performance appraisals, address employee conflicts, conduct first line discipline and grievance meetings and enforce company policies.
• To train and monitor team members to up-sell products and to generally lead, coach and develop team competence in all aspects
Skills and Abilities
• Understanding of what constitutes best in class customer service.
• Ability to read, analyze, and interpret business periodicals, professional journals, technical internal documents, or governmental regulations. .
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to read and write fluently in both English and French. Additional languages would be a bonus.
• The confidence to present to and respond to questions from groups of managers, clients, customers, and other external and internal contacts.
• Have a high degree of numerical competence and able to calculate discounts, interest, commissions, proportions, percentages, area, circumference, and volume with ease and confidence.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Prior experience implementing a CRM program, or has worked in a CRM environment.
Qualifications – Education & Experience
• Degree level with five years related experience or equivalent combination of education and experience working in an environment operating from international multi-locations.
