We are seeking an exceptional Customer Service Manager to join our team. This is a fantastic opportunity to take on a leadership role and drive customer satisfaction.
Job Description
The successful candidate will be responsible for managing day-to-day customer enquiries via phone, email, and online platforms. They will process and track customer orders, ensuring accurate entry into the system and monitoring until post dispatch and updating the relevant database. The Customer Service Manager will also coordinate with supply chain, logistics, and production to confirm product availability, lead times, and delivery schedules.
They will resolve customer issues promptly and professionally, ensuring quality and timely resolution and all necessary information is communicated to customers. A high level of customer satisfaction is expected to be maintained at all times.
The Customer Service Manager will support the sales team with quotations, pricing updates, and product information. They will identify opportunities for cross-selling and upselling our solutions & products to existing customers. In addition, they will manage and grow sales with a cohort of existing customers who purchase infrequently or have lapsed.
Accurate CRM records must be maintained, updating customer interactions and pipeline opportunities. Strong relationships with key customers (procurement and/or supply chain) must be built and maintained, acting as their first point of contact.
Liaison with internal technical and quality teams is essential to ensure customer specifications and compliance requirements are met. Customer order patterns must be monitored and any risks or opportunities highlighted to the sales manager.
Main Requirements
* 5 years + experience in a customer service B2B environment
* Customer-first mindset
* Strong problem-solving skills
* Empathy
* Strong communication skills
* Good influencer
* Built trust quickly
* Technical mindset with an ability to handle detail
* Ability to think and work independently as well as within a team
* Prior experience of upselling / cross-selling desired
* Previous experience of working in food companies an advantage