Senior Customer Service Manager
- Sheffield
- £53,000 per year
- Permanent
- Full-time
- Senior Customer Service Manager
- £53,000 - £58,000 plus bonus
- FMG / Product Distribution (B2B & B2C)
- UK & European Customers / Teams
- Sheffield (4 days on site)
- Direct leadership and management of UK Customer Service Function, European Customer Service Function (remotely) and Outsourced Customer Service function (3rd party)
- Ensure all Customer Service Teams provide a world class level of service to B2B & B2C Customers across Phone, e-mail, web & Live Chat during all interactions
- Work closely with 3 warehouse teams (UK, Europe, 3rd party) to ensure order fulfilment runs smoothly, and proactively identify and mitigate potential issues
- Work closely with internal logistics and 3rd party carriers to plan and execute the smooth movement of customer orders, on time in full
- Implement and drive performance activity focused on delivery against SLA's
- Identify areas for improvement across processes and procedures focused on driving efficiency, Customer Satisfaction and timescales
- Use and manage SAP EDI system to deliver order management activities
- Utilise and identify technologies, AI and Systems to improve the overall, end-to-end customer journey
- Collaborate with key global stakeholders and counterparts to share best practise and share new ways of working
- Experience leading similar customer service or contact centre functions
- Experience managing or working with European / Global Customer Service or Warehouse teams
- Hands on experience working with / implementing new technologies, AI or Systems
- Strong people leader
- Extensive stakeholder management
- Knowledge of SAP / Sales-force would be advantageous