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vacancy: Customer Services Manager

Closing date:

Start date:

Location:

Salary:

31/12/2020

01/01/2020

Knaresborough, North Yorkshire

Dependent upon experience

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.

Purpose

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

Core Competencies

  • 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.