Customer Service Manager - Fixed Term Contract

• Click on 'Choose Services'
• In the column 'Select' click on the ones you want to add
• In the column 'Arrange' drag to the left column the ones you want to remove
• You can move the icons to re arrange them in the desired order
• When you finished click on 'Done'
• Click on 'Get Button Code'
• You will see bellow a preview of the selected services and the order. Copy the code and paste it directly in the next component, the "Share this job" custom plugin and save.

• Set the operating standard for the Customer Services team, identifying training and development requirements.
• Ensuring that orders are processed accurately, and time effectively for all customers, ensuring order rules are maintained throughout.
• Working alongside the Operations and sales teams to identify and resolve issues to ensure service level is maintained.
• Ensure adequate checks are maintained by the team to identify issues impacting OTIF and acting as a point of escalation for support.
• Task managing the team to ensure adequate coverage of time sensitive tasks such as inbox management, order processing, invoice processing, issue reporting and customer reports.
• Maintain 5S principles in the office, responding to the front door visitors and ensure compliance to the visitors signing in principles.
• Accountable for ensuring the team update price conditions, maintain master data, and sample system codes, and sales data on RFA and other related codes in a timely manner.
• Report on service performance and drive action from supporting functions to maintain OTIF levels above target.

• Support with the management of customer queries outside of order processing including management of customer complaints, ensuring new leads are passed to relevant sales managers and sharing potential new leads if appropriate
• Create an environment where information is obtained from customer interactions and shared with the sales team to provide insight
• Take an active role in learning about Puratos products through both Puratos university as well as in house training at Fringford and by visiting targeted and appropriate customers to aid product knowledge
• Support the sales team with value-add discussions with key customer accounts related to service and supply chain.

• Educated to a level that promises a high level of communication skills. You should be professional and friendly, with a good telephone manner when talking to customers
• Proven experience of working within a team; driven by high standards of customer focus and strong company ethics as part of a target driven structure
• Personal experience of customer services department; confident using phone and e-mail to manage conflict, drive sales and answer queries
• Ability to problem solve and manage situations in which you may have to investigate before response
• A desire to perform to perfection and a keen eye for attention to detail and accuracy is essential
• Fun and outgoing behaviours are ideal, cultural fit is essential, and a supportive team dynamic is paramount to succeed.

• "route" is used for session stickiness
• "careerSiteCompanyId" is used to send the request to the correct data centre
• "JSESSIONID" is placed on the visitor's device during the session so the server can identify the visitor
• "Load balancer cookie" (actual cookie name may vary) prevents a visitor from bouncing from one instance to another

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