Customer Services Manager

Being responsible for the first point of contact, and providing exceptional customer service to our consumers, retail partners and sales representatives. The Customer Service Manager, oversees a matrix structure of 3 customer service executives, each supporting a geographic sales team.

The role is responsible for ensuring all received orders are processed and released to one of our 3 global warehouses, on time and with the highest accuracy and fulfilment.

Supporting c2000 trade customers across 5 key regions (APAC/MEA/Europe/UK/USA), the role is designed to support the sales team by delivering a seamless order experience for customers and consumers.

Responsibilities

Order Capture/Fulfilment

• Management of Allocation Process, including ownership of systems and processes.
• Ad hoc allocations in-order to ensure maximum fulfilment.
• Maintenance of various software applications, and customer portals to capture orders
• Ensure the team are supporting end consumer issues and queries relating to direct sales through the website, in both UK and US markets.

People Management

• Manage a team of 3 customer service executives, each responsible for a geographic region
• Utilizing internal stakeholders and external learning resources, ensure the team are trained and operating to the highest standard.
• Ensure there is a network of effective communication between Sales and Customer service to ensure orders are received with high accuracy and processed efficiently

Customer Relationship Management

• Ensure all operational customer data (VAS/Deliveries/Documentation/etc) is captured, stored and utilised to avoid additional delays or costs.
• Attend customer meetings as required to drive behavioural change and ensure objectives are delivered
• Ensure the customer service team are delivering effective support (speculative enquiries, onboarding, quotations, backorder reports, cross selling etc), to our trade customers

Other

• Drive change in the business through utilising systems and process to deliver an seamless level of service to our trade customers.
• Represent the sales teams internally and report to the board weekly on status of the order book, along with expected sales values sent to warehouses

Job Requirements

• A minimum of 2 years' experience in customer service, preferably in premium or luxury environment
• English speaking, with additional European language preferred
• Commitment to customer satisfaction
• Can do attitude with a pleasant and calm demeanour
• Ability to multitask and work in a fast-paced environment
• Strong detail orientation and written communication skills
• Excellent verbal communication skills and phone etiquette
• Possess strong work ethic and team player mentality
• Proficient with MS office applications, including Outlook, Excel, Word and more
• Preferred experience with ERP systems

Parkside Recruitment Ltd is acting as an Employment Agency in relation to this vacancy. Parkside Recruitment is an Equal Opportunities Employer.