Customer Service Manager

Stratford-upon-Avon

My client is a start-up business with strong financial backing and is developing an innovative, patented marine powertrain product for launch in 2023.

The company has a small, experienced team of people who are passionate about successfully bringing this technologically leading marine product to market. Each team member has a ‘hands on’ approach and supports each other for the benefit of the programme.

As a result of preparing for launch in 2023, a vacancy exists for a Customer Service Manager to create and lead the Customer Service operation to include customer support, product support and training functions.

The Role:

You will ensure Customer Service operation always delivers industry leading and premium customer experience in line with brand values.

You will drive customer focused philosophy & culture in the Customer service team and across the entire business and report to the Commercial Director.

In addition you will:

  • Create, lead, and manage the Customer Service team to provide primary contact with Distributors for all ‘daily’ commercial and technical issues, plus delivery of the distributor training programme.
  • Define, create, and run our customer service operation, for customer support and product support, to meet business objectives
  • Define, create, and run our customer training operation to ensure authorised Distributors can manage all but most advanced technical issues independently and directly in their market / category
  • Present customer service requirements to the senior team and other business functions to ensure direct & supporting resources are in place.
  • Act as senior customer escalation point for all customer related issues, ensuring seamless interaction with our customers across all business functions and rapid resolution of all customer issues.
  • Define and integrate systems and processes to ensure an industry leading Customer Service experience, which is both effective and efficient
  • Review organisation structure on a regular basis to ensure a capable, competent, and committed team is in place to deliver business objectives.
  • Continually assess business operation to implement industry leading practice, which delivers lean but effective operating and can meet and exceed customer expectations

About You:

Previous Experience

  • Significant experience in leading and managing a customer services team in a similar business model
  • Must be focused on customer experience and possess a highly structured and organised approach
  • Must have defined and recruited an effective team from nothing
  • Strong and emotionally intelligent team leader & team manager with experience in customer service role for premium, high value, and highly complex product
  • Customer service and/or customer facing experience for premium, high value, and highly complex product
  • Direct experience of using and implementing customer service operations & systems which deliver premium customer experience
  • Highest level of communication skills to ensure customer expectations are fully understood internally and externally, our customers have full understanding of customer support activity
  • Highest level of relationship building and influencing skills to ensure customer experience has the required support & resources across all business functions
  • Ability to integrate across all business functions on support of delivering a premium customer experience, specifically Engineering, Manufacturing, Logistics and Marketing
  • Process driven with structured approach
  • Possess commercial acumen to understand customer drivers and their needs
  • Worked in a Small, Medium Enterprise (SME) and can demonstrate the ability to ‘roll their sleeves up’ and personally get things done as part of a small team

Personal Attributes

  • Integrity is paramount
  • Team player, comfortable with supporting, and accepting support from, colleagues
  • High energy to drive results with enthusiasm and pace
  • Willingness to travel Europe-wide and, when necessary, globally
  • Determination to achieve overall results required
  • Excellent organisational & planning skills
  • High level of IT and technology skills to allow data analysis and effective communication of results
  • Ability to work independently
  • Ability to make informed decisions
  • High level of oral and written communication skills

 

Your CV will be forwarded to Jonathan Lee Recruitment, a leading engineering and manufacturing recruitment consultancy established in 1978. The services advertised by Jonathan Lee Recruitment are those of an Employment Agency.

Tagged as: Accounting/Financial/Insurance

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