Customer Service Manager
Trelleborg is a world leader in engineered polymer solutions for almost every industry on the planet. And we are where we are because our talents brought us here. By specializing in the polymer engineering that makes innovation and application possible, Trelleborg works closely with leading industry brands to accelerate their performance, drive their business forward—and along the way, shape the industry and progress that will benefit humankind in the exciting years ahead. Our people are Shaping Industry from the Inside. Why don´t you join us?
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.
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