Customer Service Manager

Customer Service Manager

Permanent

Newry

The Role: As Customer Service Manager you will be responsible for overseeing the Customer Service team within a food manufacturing environment. This role ensures that all customer orders, inquiries, and complaints are managed efficiently, while maintaining high standards of quality and customer satisfaction.

Responsibilities:

• Oversee the day-to-day operations within the Customer Service Department, ensuring smooth and efficient service
• Review and implement processes tailored to the food manufacturing industry to improve service quality and efficiency
• Ensure all orders are processed accurately and before the daily cut-off time to meet production and delivery schedules
• Supervise the team, ensuring they provide a professional, friendly, and responsive service that meets customer needs
• Address customer complaints promptly, monitoring and recording them accurately while implementing effective solutions
• Train new team members with a structured onboarding program, ensuring they understand industry-specific processes and standards
• Conduct performance reviews for team members, providing feedback and setting achievable goals aligned with business objectives
• Manage the orders inbox, ensuring that all relevant communications are responded to in a timely manner and that workload distribution is fair among team members
• Monitor and manage special orders or customer requirements, ensuring they are fulfilled accurately and on time from initial request to final delivery
• Develop and maintain strong relationships with key customers, ensuring their specific needs are met and expectations are exceeded
• Ensure the team has adequate cover for holidays and absences to maintain service levels
• Collaborate with production, logistics, and quality control teams to ensure that customer requirements align with production capabilities and schedules
• Monitor key performance indicators (KPIs) such as order accuracy, customer satisfaction, and response times, implementing improvements as necessary.

Essential requirements:

• Strong experience in the food manufacturing or food services industry, preferably with a focus on customer service management
• Excellent communication and interpersonal skills, with the ability to manage a team and build strong customer relationships
• Strong problem-solving skills with a proactive and customer-focused approach
• Ability to work under pressure in a fast-paced environment, ensuring high levels of customer satisfaction
• Commercially minded with the ability to analyse data and implement changes to improve service quality
• Strong organisational skills and attention to detail, ensuring that all customer requirements are managed effectively.

Salary: £40K (Based on experience)

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