Customer Support Manager
Job Advert
Unipart Rail is part of the Unipart Group, one of Europe's leading independent logistics’ companies that employs more than 8,000employees worldwide and has an annual turnover of more than £800 million.
We have a long heritage in the rail industry based on decades of experience, we have continuous improvement plans to embraceinnovation in both products and business techniques to ensure that we remain the first and best choice for our customers.
We are seeking an enthusiastic and experienced Customer Support Manager to work at our Doncaster site.
Benefits- Competitive salary
- Pension and death in service provisions for employees in pension scheme
- 25 Days Hols (plus Bank Holidays)
- Employee Assistance Programme (EAP)
- Health and Wellbeing Initiatives
- Employee offers and discounts from various retailers
- Recognition events and rewards
- Free on site car parking
Main Purpose of the Role
Reporting to the Customer Support Team Leader UK, the purpose of the Customer Support Manager role is to manage all transactionalactivities associated with customer relationship management and to provide exceptional customer service to Unipart Rail’s
customers. The role requires cross functional working with teams across the business to resolve customer issues within agreed
SLAs, managing customer enquiries received via the website or e-commerce system, dealing with complaints professionally and to
support the delivery of budgeted sales, service level and performance targets, in line with Unipart Rail’s Customer Engagement
System.
The role is predominantly reactive to customer demands. Decision making is limited to that detailed within the relevant businessprocesses, outside of this direction is provided by the Head of Customer Support.
Spread Of Skills & Analysis
The nature of the role is varied; good customer and some knowledge of the market is required, as well as the ability to work onthe basis of self-initiative. Excellent customer service skills with high levels of communication and inter personal skills and a
good understanding of customer engagement.
A good working knowledge of (SAP) is required, along with good IT knowledge. Basic knowledge of commercial terms and conditions.
The ability to work to targets and deadlines in an efficient manner.
A demonstrable collaborative approach to Customer Engagement is required.
Experience & Proven Ability Required- Customer Service experience within a transactional environment
- IT literate with good knowledge of Google software packages
- Excellent communication/interpersonal skills
- Strong team player
- Good organisational and time-management skills
- Able to work to deadlines and deliver sustained problem resolution
- Ability to identify process failures and identify solutions to resolve and prevent re-occurrence.
- Good working knowledge of SAP
- General customer queries, order processing /order book management, price and delivery process.
- Undertake any other customer service activities necessary to achieve customer satisfaction.
- Proactive management of stopped /restricted vehicles and customer identified spares (critical and service quality).
- Transactional management of reports – imminent failures and potential back orders.
Investors in People accreditation and also world class status in employee engagement.
Strictly no agencies and we would ask that agencies refrain from making contact with any of our colleagues and that no CVs are
submitted to staff across the business. Any CVs sent will be at your own risk. We will reserve the right to engage withcandidates directly having not, in any way, entered into your company’s Terms and Conditions.