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Back to jobs Customer Service Manager
  • Jarrow, Tyne and Wear
  • Salary negotiable
  • (Permanent)
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Salary: Dependable upon skills and experience
Holidays: 23 days plus 8 statutory bank holidays

A Customer Service Manager is required to join a market leading manufacturer of high quality bathroom and bedroom furniture to a wide and diverse range of industries across the public and private sector.

The Customer Service Manager is primarily responsible for ensuring that the customer experience is one of Customer Delight.

These responsibilities include managing the team in the sales office and setting out the standards of what we need to offer the customer to make the experience of dealing with us an easy and smooth process. In addition, it will mean agreeing operating standards with the Group Distribution Manager to ensure optimum balance between customer needs and operating efficiency. The role will, in addition, encompass redefining what roles the Sales Office undertake from order receipt and processing, to exploring proactive selling.

You will need to be confident and organised and have an outgoing personality in order to deal with people over the phone and face to face.

The ability to deal with figures and excel spreadsheets and a good standard of computer skills are essential. You will be customer focused to deliver first class service and have a flexible approach to take on work outside of remit when necessary.

Key Skills Required: -
- Must have previous experience of managing a team and have the ability to motivate and communicate effectively
- Order processing and understanding of best practice of same
- Technical skills
- People management
- Strong interpersonal and communication skills.
- Excellent organisational and administration skills with ability to prioritise own tasks to meet the Company’s needs.
- Able to work accurately whilst under pressure.
- Excellent IT skills and be proficient with Microsoft Office.

Key Responsibilities: -
- Set and consistently review and improve operating standards for sales office team
- Assess resourcing requirements for the department based on current demand and customer needs
- Work with National Sales Manager and Director of Sales to ensure that the service offering to the customer is commensurate with customer needs now and going forward
- Work with Group Distribution Manager
- Set up dashboard of key measurements and have visibility of same in department
- Conduct Customer Satisfaction survey every year and share with business

Hours: 39 hrs per week: Mon & Thu 8.45am – 5pm, Tue 8.30am – 5pm

Wed 8.45am – 5.30pm and Fri 8.45am – 4.30pm
with a daily ½ hour lunch break