*Senior Customer Service Manager
*£55,000 - £65,000 plus 15% bonus and benefits
*Managing teams across Europe - France, Germany, UK, Denmark
*Manufacturing / Chemical Industry
*Leeds based - some hybrid working
Client Details
Our client is a leading business within the Global Manufacturing space with sites across UK, France, Germany & Denmark who are now looking to appoint a Senior Customer Service Manager at their site in Leeds.
This role will have direct line management of 3 Customer Service Manager with a wider team of 13fte.
The role will have a key focus on driving customer satisfaction, improving operational process and procedures, and drive performance across the function
Description
*Ensure European Customer Service teams have all the tools, knowledge and resource to provide a world class levels of service to customers, resolve an issues, and own assign accounts
*Develop in depth strong working relationships with customers encouraging longevity and retention through exceptional service
*Ensure teams meet pre agreed performance metrics that support wider business goals and objectives
*Work collaboratively with counterparts across the business to ensure process and procedures are efficient and fit for purpose.
*Use data and customer feedback to drive process improvements and positive change across the business
*Implement SLA’s and KPI’s across the department focused on Customer Satisfaction and Quality
*Work with stakeholders across the business and act as the voice of the customer during key management meetings
*Drive continuous improvement activities across the department identifying ways to improve customer satisfaction, operational efficiency’s and cost reduction
Profile
*Experience within a similar Customer Service Management role - ideally within a manufacturing / Chemicals environment
*Confidence with global export - ideally including hazardous materials, air freight, and trade compliance / regulations
*Ability to demonstrate continuous improvement activities
*Experience with ERP and CRM systems
*Ability to build strong working relationships with both internal and external stakeholders
*Ability to use and interpret data to make positive change
*European Language - DESIRABLE ONLY
Job Offer
Senior Customer Service Manager - Based in Leeds (some hybrid working)
*£55,000 - £65,000 doe
*up to 15% bonus
*25 days holiday plus Bank - ability to buy and sell
*Excellent company pension offering
*On-site gym
*Free parking
*6x life assurance