Customer Service and Operations Manager

Zachary Daniels are delighted to be partnered with growing international brand in the recruitment of a Customer Service & Operations Manager.

This role is key in ensuring customer satisfaction, managing a growing team you will ensure they are providing elevated focus and creating superior OTIF availability and delivery controls for all orders with a strong focus on collaboration internally and externally. Working close with Demand Planning, Finance and Logistics this role is key in maintaining long standing relationships whilst also ensuring new clients have the best possible experience to become repeat customers.

Responsibilities

The scope of responsibilities is wide ranging from the customer interface at the point of entry and to organizational, structural, processes and systems management.

• Oversee and nurture relationships with key strategic partners across the globe.
• Bring improvement through organizing responsibilities, development, training, support and process improvements
• Increase productivity - reduce non added value activities to re-deployed to added value activities
• Review escalations from external customers to the customer service team and recommend improvements.
• Assist the Local Operations Manager in fostering productive work environments.
• Set standards of excellence and provide guidance on how to achieve and monitor them (e.g., turnaround time for quotes and order processing, telephone response times, maintenance of the order book, etc.).
• Oversee regional teams of Key Account Specialists and Co-ordinators to ensure the orderbook is managed efficiently. Be a go to support for all team members.
• Collaborate with regional sales leads and team members where needed to ensure delivery of goods in line with special launches, marketing activity etc across the region.
• Report OTIF-KPIs and drive lead improvement projects
• Create visibility of product availability status to Sales, Marketing, and other internal stakeholders relevant to local market
• Owner of the order book. Responsible for maintaining an accurate and up-to-date order book, own all needed order adjustments, backorder clean-up, range
• Own and improve the team succession pipeline and employee development.
• Process, supply chain and operationally driven.

Experience

• Experience of managing a growing team
• An understanding of dealing with change and transformation
• Experience of working with Salesforce systems
• Proven experince of working with blue chip and SME partners
• Extensive experience in B2B businesses.
• Team player in a matrix organization and flexibility to respond to rapidly changing business priorities while working with multiple stakeholders

This is a brilliant opportunity to join a growing business, who still have a family feel and an unbelievable head office culture! If you have the right experience and skillset apply now!

BBBH32200