Head of Customer Service

West Yorkshire Source: WhatJobs

£55,000–£70,000

Head of Customer Service
Manufacturing Industry
55,000 - 70,000
Wakefield Are - 4 days on site
Newly created role focused on customer operations leadership, plus process, procedures and systems implementation's

Client Details

Our client are an industry leading manufacturing business within their sector and are going through a period of sustained growth. To ensure their service levels meet increased customer demand, they are now looking for a Head of Customer Service to join the business to ensure their internal infrastructure is fit for purpose, and ensures smooth delivery of customer satisfaction

Description

Lead & manage customer operations functions including Order Processing, CS, Quotations, Aftersales & Distribution
Create and implement the customer experience strategy across the business
Conduct and in-depth review of process & procedures, identifying opportunities & areas to drive positive change that improve performance across customer satisfaction, efficiency, and lead times
Identify opportunities to automate manual processes through the implementation and adoption of new technologies
Work closely with manufacturing & production planning to create distribution plans based on customer requirements, lead times and stock availability
Manage relationships with 3rd party logistics providers - ensuring service levels are met and reviewing contractual performance
Create a customer first culture across both the department and wider business, ensuring each business areas is aware of how they can have a positive impact on customers
Take Ownership of escalated customer issues
Create, implement and review KPI & SLA within the customer operations
Create reports based on customer activity, feedback and market trends, identifying opportunities before presenting to key directors in the business
Work collaboratively with senior leaders across the business including Sales, Production, Finance & Supply Chain

Profile

A successful Head of Customer Service should have:

Background within Manufacturing, Distribution or Supply Chain led business (Must)
Understanding of order management process
Experience implementing new process and procedures
Experience implementing new technologies - ERP / Order Management / CRM
Ability to motivate and inspire large teams
Continuous improvement knowledge

Job Offer