Customer Service Operations Manager

If you’re an experienced Customer Service Operations Manager who wants the autonomy to shape and develop an already strong team within the industrial manufacturing sector, this Loughborough based opportunity could be for you.

SALARY: £35,000 - £45,000

BENEFITS:
· Bonus
· 25 Days Holidays, plus Bank Holidays
· Pension
· Personal Health Care
· Laptop
· Phone

LOCATION: Loughborough

COMMUTABLE LOCATIONS: Nottingham, Derby, Leicester, Melton Mowbray, Ashby-de-la-Zouch, Coventry, Hinckley, Burton upon Trent, Coalville, Tamworth

JOB PROFILE: Customer Service Manager / Operations Manager / Office Manager : Industrial Manufacturing

If you take on this challenging Customer Service Operations Manager role you’ll become the champion for our entire Customer Experience programme, developing your team so that you (and they) deliver the very best service to our growing customer base.

This senior position reports into the Sales Director and you will be responsible for:

· Setting & achieving Customer Experience targets and KPI’s.
· Coaching, mentoring & supporting your internal team of 4 Customer Service Coordinators plus 3 Design Technicians.
· Driving improvements in overall Customer Experience, creating clear and open communication pathways across internal stakeholders and external clients.
· Setting and implementing a Key Account engagement process, including taking ownership of some key account management.
· Roll out and acceptance of a new CRM system, providing detailed forecasting and customer insight data to monitor and improve team performance.

Ultimately, you’ll be the operational centre of our business, using your strong commercial awareness to translate our business objectives into tangible results.

PERSON PROFILE: Customer Service Manager / Operations Manager / Office Manager : Industrial Manufacturing

You MUST be an experienced Customer Service Operations Manager with an Industrial, Manufacturing or Engineering background and be able to demonstrate a successful track record of building / leading teams.

You will need superb coaching and mentoring skills, be a true team player, someone who commands the respect of their peers through strong leadership and the creation of a ‘can do’ environment.

You’ll be adept at getting the best from your team and be able to transition effortlessly between Internal Sales focus and support Key Account Management.

You’ll be able to identify and devise creative ways for your Internal team to deliver an excellent customer journey and support our Key customers, making sure they receive the highest level of attention. Enabling ongoing up-selling and cross-selling opportunities with these customers will be crucial.

You will also be the key driver in the roll out of our new CRM system (based around Microsoft Dynamics) and as such your previous experience of rolling out the same or a similar system would be a distinct advantage.

THE COMPANY:

Established over 45 years ago we are an expert manufacturer in the extrusion of specialist Aluminium profiles used by the building, engineering and transport sectors, among others. Today over 70% of our product is made for local UK markets and we are continuing to grow quickly by investing in the people that will help us reach our goals.

It is highly likely you will have worked in any of the following roles and/or markets, and worked with the following products and/or services: Customer Service Manager /Customer Operations Manager / Customer Services Team Leader / Inbound Customer Services Manager / Operations Manager / Office Manager / Industrial / Manufacturing / Engineering / Heavy Plant.

Please Note - We have been selected as the exclusive retained partner for this role so any direct applications to our client from candidates or agencies will be forwarded on to us direct.

REF: AD