Customer Service Manager - Sheffield, UK
Founded in Sheffield, England over a quarter of a century ago, this bicycle company owns their own brands which they design and build, and sell over 10,000 bicycle products worldwide. This company is the second biggest bike assembler in the UK.
Main Responsibilities:
- To manage customer orders from point of receipt to delivery, by effectively managing and motivating the Customer Service Team within budget and adhering to company policies, ensuring that agreed customer service levels are achieved and all legal obligations are met, and ensuring the quality of the operation is continuously improved
- To provide assistance and support to Customer Services Advisors when faced with difficult customers or problems that need resolving, as well as being the “front line” point of contact for the customer.
Skills & Experience:
- Experience in a customer facing sales and service role, preferably in a similar field.
- You will have experience of working in what can be a highly pressurised service centre environment.
- You will be used to working on your own initiative and as part of a team.
- You will be self-motivated and have the ability to work in a methodical manner.
- You will be IT literate and comfortable with using the internet to source information.
- Ideally you will have a knowledge of bikes and / or willingness to learn.
- Your attention to detail and positive attitude will be key to your success. You must be professional, have excellent interpersonal skills and able to liaise with a variety of people at all levels.
Key Tasks:
- Monitor the statistical performance of the department providing reports and commentaries to Senior Management, recommending and implementing where appropriate, changes to improve performance.
- Ensure customer service levels are achieved, investigating any failures, and ensuring that follow-up actions are taken to improve the operation.
- To provide unrivalled levels of customer service to their customers
- Liaise with internal departments to determine delivery dates.
- Liaise with delivery agents regarding deliveries and collections
- Liaise with warehouse operatives regarding dispatch and order statuses
- Investigate missing items and orders in line with company policy
- Follow up repairs and queries with Warranty Team
- Offer technical and sales support to customers
- Process refunds in line with Company policies
- Maintain a working knowledge of all systems employed by the company to ensure effective customer service levels.
- Ensure that customers’ expectations and requirements are met
- Provide all relevant information for accurate and prompt invoicing
- Maintain current and archived files for prompt retrieval
- Ensure high standards of housekeeping are established and maintained at all times
- Participate in other activities or duties as required by Senior Managers or the needs of the business from time to time.