Office & Customer Service Manager

SUMMARY OF ROLE

Responsible for the day-to-day management of the Zeus Labels office and customer service function, ensuring efficient order entry, accurate administration and a high level of customer service.

The role will lead and develop the office/customer service team, manage workloads and processes, and act as an important link between customers, sales, production and management.

The ideal candidate will be commercially aware, understanding customer requirements, pricing, margins, lead times and opportunities to improve the overall customer experience and profitability of the business.

PRINCIPAL RESPONSIBILITIES

• Manage and develop the office/customer service team.
• Oversee accurate and timely order entry and processing.
• Manage customer enquiries, queries and complaints.
• Build strong relationships with key customers.
• Liaise closely with Production, Sales, Artwork and Warehouse to ensure orders run smoothly.
• Monitor order progress, lead times and customer requirements.
• Identify opportunities to improve processes, efficiency and customer retention.
• Have a strong understanding of commercial priorities, pricing and margin.
• Produce and monitor relevant office/customer service KPIs.
• Take ownership of the day-to-day running of the office function.
• Support the General Manager and wider management team with commercial and operational matters.

It is the company’s intention that this job description is seen as a guide to the major areas and duties for which the jobholder is accountable. However, the business will change, and the jobholder’s obligations are bound to vary and develop, so the job description should be seen as a guide and not as a permanent, definite and exhaustive statement.

SCOPE OF POSITION

The post holder will be expected to work any hours required in the execution of his/her duties. The role does have line management responsibility.

LOCATION

This position is located at Zeus Labels, 57-59 Milennium Way, Lurgan, Armagh, BT66 8DH..

PERSON SPECIFICATION

Key Skills, Qualifications, Knowledge & Experience

• Strong office management and organisational skills, with the ability to effectively manage day-to-day administration, prioritise workloads and ensure smooth office operations.
• Excellent customer service and communication skills, with experience building positive relationships with customers, colleagues, suppliers and other stakeholders.
• Proven leadership and people-management experience, with the ability to support, motivate and develop a team while maintaining high standards of performance and service.
• Strong IT and administrative skills, including proficiency in Microsoft Office and relevant business/CRM systems, with a high level of accuracy and attention to detail.
• Excellent problem-solving and decision-making abilities, with the confidence to manage customer queries, resolve issues and handle challenging situations professionally.
• Relevant qualifications and/or experience in office administration, customer service or business management, with a good understanding of business processes, confidentiality, compliance and health & safety requirements.

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