Customer Service and Operations Manager

Kent, Dartford
£30000 - £40000 per annum + Bens
13 Mar 2019
10 Apr 2019
Chloe Scott
Job Level
Contract Type
Full Time
Customer Service and Operations Manager

We have an exciting opportunity for an experienced Customer Service and Operations Manager to join a successful manufacturing company based in the North Kent area.

The ideal candidate will come from a manufacturing, transport or warehouse background & have over 5 years experience within a similar Customer Service / Operations Manager role.

Customer Service and Operations Manager key responsibilities include:
*Manage and motivate direct report to provide a world class service to all external & internal customers. Set and monitor departmental KPIs including increasing order quantities to full pallets, delivery improvements, credits reduction up to agreed limits, upselling, reducing errors & cost to serve and proactively seek continual improvements.
*Implement & manage an effective complaints reporting system. Manage & resolve customer complaints/returns/issues in line with business needs & best practice in consultation cross-functionally. Monitor & identify trends & take appropriate corrective action to avoid recurrence.
*Where appropriate, work directly with customers to problem solve & develop added value solutions & benefits in servicing the customer, visiting onsite where & when appropriate in consultation with account management key personnel.
*Work with Customer Service Team Leader & Customer Print Administrator to ensure best solution at all times for print and contract print business, utilising your full understanding of internal cross-function needs in line with customer requirements /best practice.
*Continually liaise with procurement, logistics, finance, credit control, sales & production to investigate ways of improving efficiency & reducing costs whilst maintaining service. Specifically working with credit management to assist swift resolution of invoice queries, logistics to maximize transport effectiveness and efficiency and production to ensure good product forecasting and availability plus procurement for best stockholding and stock turn.
*Take the lead in the day to day relationship and management of transport with 3t. Ensuring continuous monitoring for reduction in costs. Monitor and report monthly on OTIF, recommending corrective actions as required.
*Accountable for ensuring 'aged stock' is kept at a minimal level by proactively placing measures to ensure stock does not become 'aged' and there is good stock turn. This is across all sites and ensuring that CSD and key stakeholders are updated continuously (use of MS Dynamics) of slow-moving lines such as Christmas.
*Communicate where appropriate price rises to all internal contacts, SPRs and ensuring complete accuracy and profitability to all sites. Responsible for the timely and accurate preparation of product specifications for all new product lines, ensuring all relevant data is included for stock and sale purposes.
*Establish positive and effective communication channels with and through the National Sales Manager, Regional Account Managers and other key personnel, ensuring that the communication channels to the board are managed in a an upward fashion ensuring they are kept abreast of all facets of the business.
*Provide regular gap analysis reports on key product such as Christmas lines and market sectors to sales team and CSD with insights and actions.
*Manage Christmas product stock levels with regular forecasting and updates to the CEO and supporting team. Ensuring regular liaison with all key stakeholders. Management of samples sent, processes and procedures to ensure we offer a cost-effective and efficient service. Presentation of historical products to enable future ordering of appropriate levels of stock.

Essential Skills/Competencies:
*Extensive knowledge of the principles of customer care gained from working in a customer service environment (5 years minimum) with hands-on management experience ideally from within a manufacturing background
*Experience of project managing and developing company initiatives/policies and procedures related to discipline and areas of expertise
*Experience of managing complex range of customer contacts in a multifunctional organisation both internally and externally with key customers
*Experience of representing an organisation and its policies to promote them with confidence and professionalism to a wide range of audiences. This will include presenting to groups of people both internally and externally
*Excellent knowledge of KPI/target management and intermediate use of Excel
*Experience of operating confidently and effectively at a senior level up to and including Board level
*Ability to develop, monitor and maintain management information systems and to translate strategies into tactical plans and lead on implementation of same

Desirable Skills:
*Understanding/experience of logistics and warehousing coupled with a strong geographical knowledge of the UK
*Knowledge of demand/replenishment planning
*Experienced manager of people utilising performance management processes
*Working experience of leading or championing process improvements
*Experience of evolving and maintaining operations and evaluating best practices

At KHR we take care to ensure that you are represented as well as possible so it is worth checking your CV for layout, spelling and grammar as well as making sure it is up to date before you submit. If you feel you need to highlight particular qualifications, skills or relevant experience with regards to a specific role then please add a cover letter or a preface page. This does not need to be formatted in the same manner. In addition, if your CV is heavy with graphics etc, please could you also submit a "clean" copy in Word. Thank you.

KH Recruitment Ltd is acting as an Employment Agency in relation to this vacancy. KHR - Recruitment Specialists is a trading name of KH Recruitment Ltd Keep in touch with us online for job alerts, industry updates and market...

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