Head of Customer Service
About Our Client
Page Group are delighted to be working in partnership with an industry leader within a manufacturing & supply chain focused sector, who are now looking to appoint a new Head of Customer Service to join them at their Leeds based Site.
This is a pivotal role within the business that will report into senior directors in the business, and will assume ownership of all things customer, with a strong influence on all other areas across the business.
Job Description- Director oversight and management of the Customer Service Co-ordinators population along with 2 supervisors
- Own all Customer Service activities including order processing, dispute resolution, aftercare, arrangement of transport, and all customer communications
- Ensure customer orders are managed in line with pre agreed SLA's, ensuring proactive communication take place should this not be the case
- Review operating process and procedures across the customer journey and customer supply chain to ensure they are effective and robust, making positive changes where required
- Work closely with production and supply chain to ensure product availability meets demand, understand lead times in relation to order management, and proactively address any potential upcoming issues
- Support both domestic and export customers via phone, email and portal
- Manage export operations, ensuring the team adhere to strict compliance and regulatory requirements
- Identify, implement and drive the Customer Service Strategy in accordance to key business objectives and ambitions
- Create and support a culture of customer satisfaction, making sure all areas of the business understand how they can impact the customer
- Experience as a Customer Service Manager / Head of Customer Service in a Manufacturing / Supply Chain / Product driven environment
- Strong communicator and people leader
- Proven record of leading teams against strict SLA's
- Management of UK & International Customers (desirable)
- Experience working with EDI systems
What's on Offer
The Head of Customer Service opportunity is a fantastic role to join a global industry leader at their Leeds based site.
The position offers a base salary of £55,000 - £65,000 depending on experience along with package (bonus & benefits - will be disclosed further)
Due to the nature of the business, the role will be predominantly on site