Customer Service Manager

Customer Service Manager

The Customer Service Manager will work within the UK & Ireland Operations team based in Kingston Upon Thames, London. The role is hybrid working with 3 days per week in the office. Occasional travel will be required to our office in Dublin, Ireland.

The Customer Service team processes sales orders & sample orders while delivering first-class customer service. This role works closely with our planning team, sales teams, third party logistics provider and over 200 customers to achieve our objectives. As customer service manager you will lead a team of 4 people to deliver outstanding service while playing a key role to the development of operational processes and systems as we position ourselves for continued significant growth.

Sales Orders

• Oversee the day-to-day activity of the customer service team, orders are processed accurately and on time. Ensuring in full service.
• When required step in to help the team with processing of sales orders.
• Ensure communication on service issues are investigated with planning team and escalated with customer kept informed. Account managers are engaged to ensure complete alignment on issues and resolutions.
• Proactive management of supply issues / closures with customers, be it via email or using customers own systems to manage (Tesco connect etc).
• Maximise the use of EDI order processing. Team ensures this is well maintained to avoid any errors.
• Ensure smooth integration of our ERP system (oracle) with no impact to customers.

Customer Service

• Oversee prompt and quality communication with customers, we deal with their queries quickly and to completion. Customer queries are responded to within 2 hours.
• Ensure orders are delivered On Time & In Full, holding 3PL provider to account. Service of 99% is achieved.
• Provide weekly and monthly service reporting information for both internal reporting and customers own reporting requests. Using internal reporting data and that provided by 3PL and customers.
• Customer set up within ERP system is managed promptly and accurately, understanding the specifics of each customer such as duty status etc.

Quality and Credit

• Analysis the teams reporting on customer and consumer complaints, work with them to identify trends and escalate.
• The team manages customer returns promptly and we report on customer returns root causes.

Reporting

• Product database is maintained for the UK & Ireland business.
• Ensuring correct management and coding of shortages to customers within the Oracle ERP system to allow for accurate reporting.
• Monthly service reports are collated and issued.
• Maintain excellent relationships with sales team, feedback is gathered on how we can optimize our processes as well as challenging them for support / data as required.
• Outstanding customer relationships are fostered, we reach out to key customers and build our relationship and reputation, we look to be best in class and adapt to their needs.

Drive for Change

• The Customer Service Manager is focused on continuous improvement, we learn and adapt and don't repeat the same mistakes.
• Willing to learn, has a positive can-do attitude and desire to take ownership of change.
• Supporting and developing team members to drive performance improvement of themselves and the whole team.
• Optimizing processes internally and with 3PL and customers, we simplify what we do and drive efficiency.

Qualifications/Requirements

• Proven experience as a Customer Service Manager in FMCG with 3+ years at this level.
• High level of technical capability in this field including ERP systems, product databases and EDI among other systems.
• Proactive problem solver with great attention to detail.
• Ability to work independently and prioritize tasks in a fast-paced environment.
• Excellent communication, organizational, and multitasking skills, both internally and with customers.
• Able lead a team, supporting them, holding them to account and driving for results.
• Forward thinking, able to manage multiple tasks while remaining focused on modernizing, automating and making our processes best in class.