naughtone is a British furniture design and manufacturing company based in Yorkshire, UK, part of the impressive Herman Miller Group. The naughtone product range is 100% unique to naughtone, having been designed in house or specifically commissioned and we manufacture at home and increasingly internationally, to support our approach to sensible lead times, pricing and environmental factors. Our furniture is used by some of the most influential brands in commerce and culture and our passionate team believes there is no better proof of the relevance and application of the product range.
As the Customer Services Manager, you will lead a team of Customer Service Account Managers, Order & Service Administrators to support the design and delivery of a first-class Customer Experience strategy. This role is pivotal in ensuring we continue to provide an outstanding customer experience, whilst helping to identify and implement new strategies that enhance our support to our colleagues across the business and to meet business demands of on-time-in-full (OTIF) delivery to our customers.
Responsibilities/ Key Deliverables
Management of Customer Service team
Reporting team performance
Building internal collaborative relationships
Reviewing team process/procedures to ensure alignment with company objectives
Developing colleagues to meet team objectives
Ensure customer satisfaction and provide professional customer support
Keeping records of customer interactions, transactions, comments and complaints for future reference
Promptly acknowledging and providing information to resolve customer enquiries/questions/complaints
Communicating with customers through various channels
Build relations with customers to develop a greater understanding of their requirements
Work in collaboration with the Sales support and Sales Team
Maintaining a positive, empathetic and professional attitude toward customers at all times.
Communicating and coordinating with colleagues as necessary
Maintain updated knowledge of all company products and services
Share Customer feedback with appropriate departments and team members to support issue resolution/prevention.
Foster and maintain relationships with customers to improve retention and growth
Reporting satisfaction ratings, customer performance metrics and OTIF
Ownership of CDN process and communication
Attend all required customer service-related meetings
A least A Level or equivalent
Working knowledge of all aspects of business operations
Preferred 5 years in a team leadership role
Leadership, coaching and developing of colleagues in the team
Ability to plan and evaluate team activities to drive department objectives
Manage and direct day to day activities of the team
Teamwork and collaboration within the Customer Service team and across the business
Strong knowledge of systems and processes
Financial and commercial awareness
Customer relationship management
Strong planning, influencing and organisational skills
High developed interpersonal and communication skills
Highly developed problem solving skills
Customer focus – internal and external
Dimension of the role
Based at the naughtone Head Office in Knaresborough, the Customer Services Manager will report directly to the Head of Supply Chain & Logistics. The role is part of an established team and will be responsible for leading and managing the Customer experience including supporting new processes.
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