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Customer Service Manager - Thurrock Based

Husqvarna AB

Grays

Hybrid

GBP 35,000 - 55,000

7 days ago

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An established industry player is seeking a dynamic Customer Service Manager to lead a dedicated team in a hybrid role based in Grays. This position involves overseeing customer service operations, managing a team of advisors, and ensuring the effective use of bespoke software systems and CRM tools. The ideal candidate will possess strong leadership skills, excellent communication abilities, and a knack for problem-solving in a fast-paced environment. Join a forward-thinking company where your contributions will directly impact customer satisfaction and team performance, all while enjoying the flexibility of a hybrid work arrangement.

Proven experience in a Customer Service supervisory role, leading a team effectively.
Strong communication and organizational skills with a focus on customer satisfaction.

Supervise a team of Customer Service Advisors across multiple locations.
Manage bespoke software systems and ensure effective CRM usage.

Customer Service Management

Team Leadership

Communication Skills

Organizational Skills

Problem Solving

Attention to Detail

Customer Relationship Management

Experience in Customer Service Supervisory/Management

Microsoft Office

Microsoft Dynamics CRM

SAP/AS400

Customer Service Manager - Thurrock Based

Apply remote type Hybrid locations Grays Gumley Rd time type Full time posted on Posted 2 Days Ago job requisition id R-12527

Customer Service Manager based from Thurrock service centre, supporting the Husqvarna Construction sales company, selling B2B through a network of dealers and B2C through eCommerce. Supervising a team of seven Customer Service Advisors across three locations.

Key Responsibilities:

Bespoke Software Systems - ERP - Ensuring systems are set up to meet the business needs
CRM – Supporting use of CRM and roll out within the team, reporting and setting up processes
Analysis of daily/weekly order processing - From receipt of order to dispatch
Drive Customer Portal and increase utilisation of web order including customer visits, analytics
Warehouse & logistics - Liaison with 3PL warehouse service
Monthly/Quarterly analysis of price & discount set up - Based on divisional terms
Query, complaint and escalation handling
Seasonal campaigns/promotions - Set up campaign parameters and coordinate team, report on success
Overall people management (including remote workers) and performance and development reviews of the team
Omnichannel process management - B2B / B2C
Coordinates with other internal departments to incorporate plans to increase customer satisfaction
Responsible for Health, Safety & Wellbeing of the team

Additional Skills/Qualifications Required:

Experienced in Customer Service Supervisory/Management position
Experienced in leading and motivating a team, responsible for people management and align with Annual People Cycle
Excellent Communication and Organisational Skills
Logical thinker with a strong attention to detail
Natural problem solver
Prepared to travel within UK and potentially Europe to some internal & external meetings
Willingness to work in a demanding and customer-focused environment
Ability to build and maintain employee and customer relationships
Good Microsoft Office skills with specific focus on Excel, Word, PowerPoint, Outlook, Workday
Microsoft Dynamics CRM or similar CRM system
Knowledge of SAP/AS400 platforms advantageous

Last date to apply: We are continuously accepting applications

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Customer Service Manager - Thurrock Based

Husqvarna AB

Grays

Hybrid

GBP 35,000 - 55,000

Job summary

Qualifications

Responsibilities

Skills