Administration

Trelleborg Engineered Coated Fabrics is currently recruiting for an experienced Customer Service Manager reporting directly to the Supply Chain Manager. This is an onsite role based in Long Eaton, Nottingham.

The focus of this role is on ensuring customers are provided with excellent service in relation to the delivery of Trelleborg products; Procedures, standards, and guidelines would need to be established, maintained and driven by the Customer Service Manager. The role requires collaboration with multiple internal departments and a people-centric approach whilst still keeping customer focus a main priority. 

The successful candidate will be a motivated individual, in control of customer service and will act as the first point of contact for our business. There will be no direct reports for this role and precise, consistent work output is essential. The role requires patience and a willingness to handle and complete multiple tasks at a time. Candidates need sufficient knowledge of SAP, or similar ERP system and would have to demonstrate this during the interview process.

Benefits

Competitive salary, negotiable dependent on experience 

24 holidays per year, rising to 25 after the first year, plus bank holidays. 

Employee assistance program (EAP)

Fantastic opportunities for career progression within a global business 

Working hours are 37.5 hours a week consisting of

Monday - Thursday: 08:00 - 16:45 (45-minute break)

Friday : 08:00 - 13:30pm (No break)

Summary of the role

A Customer Service Manager is the frontline ambassador of our business, serving as the primary point of contact for our valued customers. This role encompasses different elements of communication, problem-solving, and organization. This role requires a formal communication style whether it's via phone, email, or chat, there will be a need to address inquiries, assist and resolve issues promptly and effectively. This is a key role in managing the order process, from initial placement to fulfilment, actively seeking out opportunities to enhance our customer service processes. This position ensures operational efficiency, helps retain customers, enhances our brand reputation, and provides strategic insights into customer preferences, all key to our company's growth and success. 

Tasks and Responsibilities 

• Monitor and manage customer orders from initial request to delivery, ensuring a seamless process. 
• Serve as the primary point of contact for all customer interactions and order progress, using phone and email to handle inquiries, complaints, and requests promptly and professionally. 
• Respond to customer inquiries, complaints, and requests in a timely and professional manner via phone, email. 
• Analyze and resolve complex customer service issues; escalate unresolved issues to the appropriate internal teams as required. 
• Utilize SAP to record and track customer interactions, transactions, comments, and complaints. 
• Generate regular reports on customer service metrics, analyzing trends and making recommendations for improvement. 
• Coordinate, assess and improve customer service processes and practices to enhance efficiency and effectiveness. 
• Work closely with multidepartment teams to ensure a seamless customer experience and address any service delivery challenges. 
• Build and ensure strong relationships with customers, understanding their needs and ensuring they receive high-quality service. 
• Implement strategies for gathering customer feedback and use the data to enhance services and delivery. 

Education and Experience

• At least 5 years of experience in a customer service role, with a demonstrated ability to handle customer inquiries and complaints. 
• Strong working knowledge of order management systems, preferably SAP, to manage customer orders, tracking, and fulfillment processes efficiently. 
• Experience in resolving customer issues effectively, with a track record of maintaining or increasing customer satisfaction levels. 
• Prior experience collaborating with departmental teams to ensure seamless service delivery and operational efficiency. 
• Ability to analyze customer service metrics and generate strategic reports 
• Bachelor's degree in business administration (Desirable)  

Competencies 

• Proficient in the use of Microsoft Word and Excel 
• Customer Orientated 
• Excellent verbal and written communication skills 
• Strong analytical skills  
• Capability to lead and motivate 
• Effective change management skills 
• Ability to maintain calm and effective performance under pressure 
• Ability to interpret and utilize data  
• Proficiency in SAP or similar ERP system
• Full UK driver's license  

Key Interfaces and Stake Holders

• Supply Chain & Logistics 
• Technical 
• Commercial/Sales – strong relationship with internal sales manager 
• Production 
• Management 

Geography to cover and Travel requirements

• Site based in Long Eaton 
• Potential customer and supplier visits may be required. 

Behavioral Characteristics 

• Flexibility 
• Integrity 
• Creativity 
• Goal Orientation 
• Cooperation 
• Initiative 
• Resilience 
• Diligent 
• Supportive 

Key Performance Indicators  (KPIs)

Customer Satisfaction Score (CSAT): 

Measures the degree of customer satisfaction with the service provided, typically obtained through customer surveys post-interaction. 

First Contact Resolution (FCR): 

Tracks the percentage of customer issues resolved during the first interaction, indicating efficiency and effectiveness in handling inquiries. 

Average Response Time: 

Measures the average time taken to respond to customer inquiries, reflecting the responsiveness of the customer service team. 

Hej - og tak fordi du kigger forbi - det tyder på, at du har fattet interesse for os, hvilket vi er rigtig glade for.

Om du ønsker at arbejde i produktionen eller i vores administration, vil vi rigtig gerne høre fra dig.

Hvis du søger et job i produktionen, skal du gå ud af denne annonce og i stedet finde det opslag, der hedder ”Søg uopfordret i Produktionen hos TSS Helsingør”.

Lidt om os
Trelleborg Sealing Solutions Helsingør får biler til at yde mere, fly til at lande stabilt og gravkoen til at bryde igennem det umulige, for vi er 350 engagerede kolleger, der er specialiserede i udvikling og produktion af tætningssystemer til højteknologiske virksomheder inden for hydraulik-, bil-, fly-, skibs-, olie- og maskinindustrien. 

Vi tror på, at arbejdsglæde ikke kommer af sig selv – til gengæld tror vi også på, at den både smitter og skaber engagement omkring sig. Så vi forventer (både af os selv og af dig), at vi sammen skaber et miljø, hvor arbejdsglæden er i højsædet side om side med kvalitet, ansvarlighed og engagement.

Vi tror på, at vores samlede perspektiver, vores samlede kompetencer, vores samlede viden og vores fælles ambitioner er vores styrke - men vi ved også, at vi hele tiden skal arbejde på at blive bedre til bruge hinanden, til at tale ærligt og konstruktivt, til at sige til og fra, til skabe forbedringer og til at være modige.

Administration
Vi har relativt få og specialiserede roller i vores administration, og vi arbejder kontinuerligt på at skærpe vores samarbejde på tværs af afdelinger.

Skriv i overskriften, hvad det er for en type stilling, du søger - så har vi lettere ved at dirigere din ansøgning i rigtig retning.

Praktik, skoleforløb og andet
Vi forsøger at tage så mange som muligt ind, men for os er det vigtigste, at begge parter får noget ud af forløbet, derfor må vi desværre også ofte sige nej tak, fordi vi enten ikke har opgaverne, ressourcerne eller kompetencerne inden for et givent område. Husk derfor også at fortælle, hvad du ønsker at opnå med en praktik eller lign.

Gældende for alle ansøgninger
Fortæl om, hvordan du vil bidrage til at gøre TSS til en endnu bedre arbejdsplads, og hvordan du skaber arbejdsglæde for dig selv og dine kollegaer. Vi håber selvfølgelig, at dine tidligere arbejdsgivere og kolleger giver dig ret :)

Vi vender tilbage, såfremt vi finder noget - indtil da må du nøjes med vores 1. bekræftelsesmail og et "Tusind tak" for din interesse.

Vi beholder ansøgninger i 6 måneder fra modtagelsen. Herefter slettes de. Så ønsker du fortsat at være i vores jobbank, skal du desværre oprette dig igen. Trods det ekstra besvær er vi således sikre på, at dem, der er i Jobbanken, er aktive og interesserede, samt at vi overholder lovgivningen, men vi beklager det ekstra besvær for dig.

Held og lykke med jobsøgningen.

Masser af hilsner fra

Anja Berlin
HR-chef