Customer Service Manager

Customer Service Manager

Company Overview:

Our client is a leading engineering manufacturer renowned for their innovative products and solutions across multiple industries. Their commitment to quality and customer satisfaction is paramount. We are seeking an experienced Customer Service Manager to join their dynamic team. This is an excellent opportunity for a driven individual to contribute to their ongoing success and maintain their standing as a top competitor across the globe.

Job Description:

As a Customer Service Manager, you will play a critical role in moulding the experience customers have with the brand. You will be responsible for analysing customer service data to identify trends, implementing strategies to optimise the support processes, and providing hands-on leadership to the customer support team.

Key Responsibilities:

1. Analyse customer support data to discern patterns, anticipate customer needs, and identify areas for improvement.
2. Develop and implement customer service strategies that align with the company’s goals and promote customer satisfaction.
3. Continuously monitor and evaluate processes, and make necessary adjustments to enhance efficiency and effectiveness.
4. Coach and mentor staff to instil best practices in customer support and to foster a culture of continuous improvement.
5. Establish clear performance metrics and accountability standards to drive team performance.
6. Liaise with other departments, such as Engineering, Health & Safety, and Sales, to develop cohesive strategies that enhance overall customer satisfaction.
7. Handle complex customer complaints or inquiries personally and provide guidance to team members on how to resolve similar issues.
8. Stay up-to-date with industry standards and emerging customer service trends to keep the team ahead of the curve.

Qualifications:

1. Proven experience in customer service management roles, preferably within an engineering manufacturing environment.
2. Strong analytical skills, with the ability to translate data into actionable insights.
3. Exceptional leadership skills and experience mentoring a team.
4. Excellent problem-solving abilities and a customer-oriented approach.
5. Strong communication and interpersonal skills to effectively manage customer relationships and a diverse team.
6. Proficiency in customer service software, databases, CRM tools, and data analysis tools.