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customer service manager

  • Customer Service
  • Chatham
  • £35000.00 - £38000.00 per annum
  • Permanent
  • Full Time
  • BHJOB7509_4865
  • 11 Jul 2018
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Customer Service Manager: An experienced, customer focussed Customer Service Manager is required to manage the existing Customer Services Team providing an exemplary support service in order to retain and increase sales for a leading provider of janitorial and nursing consumables and equipment to the care industry.

Reporting to the Sales Director the Customer Service Manager will join a company that prides itself on helping care homes deliver outstanding service by sourcing new hygiene products, providing onsite training and developing systems that simplify admin and procurement. The Customer Service Manager will lead and mentor a team of 12 Customer Service Agents and will need previous team leader or management experience.

The company has recently merged with another company and integration is ongoing, therefore this is a dual location role and travel to the company site in Chatham, Kent will be required.

Applicants should have proven experience of working with ERP systems as the role will involve overseeing and managing the merge of existing systems to a new universal ERP system, including data migration of clients, for launch in October 2018.

Responsibilities:
*Interact with all customers by telephone and email
*Maintain high levels of motivation across the Customer Service team, ensuring calls are handled positively and professionally
*Ensure customer complaints are kept to a minimum with plans in place to reduce complaints
*Manage staff levels to deal with call volume variations and customers queries
*Act as the conduit for tasks (e.g. quotes, complaints) so that they are passed on to the relevant Account Manager and/or other departments in a timely fashion
*Answer telephone calls, emails and fax, manage order placing, returns, complaints, order queries and general enquiries
*Manage Customer Service accounts allocated by the Key Account Managers so that these customers are contacted on a regular basis throughout the team
*Manage online chat facility
*Act as the point of escalation for customer complaints, ensure customer satisfaction

Skills & Experience:
*3+ years' experience in a customer service role
*Previous experience in managing a customer service team
*Previous experience in the care sector (desirable)
*Leadership training (desirable)
*Good knowledge of the sales lifecycle
*Proven knowledge of product categories in the company's portfolio
*Customer focussed with a desire to understand customer requirements and business operations
*Excellent interpersonal skills, able to build relationships and communicate at all levels
*Strong organisational and time-management skills
*Excellent communication skills (both verbal and written)
*Problem solver with strong analytical skills
*Able to lead and mentor groups towards goal achievement

This is a fantastic opportunity for an experienced Customer Service Manager to join an innovative, industry leading organisation supplying consumables and products to care homes nationwide. A competitive salary and benefits are on offer. Apply now!

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