Customer Service Manager

Customer Service Manager Foston, Derby £35,000 - £40,000 My friendly, expanding client have created a new role of Customer Service Manager to join their successful Derby based manufacturing business. They are a fast paced FMCG company, the role will be busy and keep you challenged. Overall Purpose: Overseeing the smooth operation within Customer Services. Responsible for both customer and team questions, resolving problems, setting team goals, monitoring progress, onboarding & training staff members. You will have your own portfolio of customer’s, you’ll provide and promote a professional high quality customer focused service. It encompasses liaison with sales and customers; the input of technical and detailed orders for our production and manufacturing teams; and liaising with production and office administration teams. We are looking for a proactive, professionally presented person, who wants to be part of a growing organisation, who understands the challenging relationships with stakeholders. Key Accountabilities: * Manage the team, answering questions and resolving problems, setting team goals, monitoring progress, onboarding and training team members. * Create good working relationships with colleagues, managers and other stakeholders * Constantly review standards and working practices to achieve and exceed targets. * Validate and process customer orders using their purpose-built ERP Software. * Record accurate information and determine required course of action * Provide up-to-date accurate stock figures and other progress information as required. * Contribute towards improving customer service standards by highlighting issues and offering solutions. * Identify opportunities to improve operational performance. * Mentor, train and coach team members and colleagues to enhance performance and deliver the future talent. * Create and implement policies and procedures in dealing with customers or clients. * Ensure online documents and paperwork are accurately filed/stored maintaining a tidy office environment. * Prioritise workload in line with production requirements * Communicate with relevant parties the status of any ongoing work. * Ensure a high standard of housekeeping is maintained. * Undertake specialised training when required. * Completion of ad-hoc duties to meet the needs of the business, subject to appropriate training. * Maintain and manage a busy email inbox. Skills and Experience A background in a similar level Customer Service / Administration based role within a commercial environment IT competency, particularly Word and Excel skills Confident and pro-active Accuracy and attention to detail Strong organisational skills An ability to work under pressure and to deadlines An ability to work independently and as a team Professional, highly organised, articulate, self-motivated, team player, customer facing. Please note that due to a high volume of applications across all our adverts we are only able to respond to those who have been shortlisted. If you haven't had a response within 48 hrs, please assume you have been unsuccessful