Customer Services Manager JD Nov10
[Pages:3]Customer Services Manager Job Description
Customer Services
Issue Number 1 Date of Issue: 25 November 2010
Job Title: Customer Services Manager
Job Family: Customer Services Reports to: Operations Director
Main function: Responsibility for the day to day management of the Customer Services Department. Providing leadership and direction to the Customer Services Supervisors and their teams to ensure that an excellent standard of service is provided and maintained.
Role responsibilities: To ensure the full implementation of the Customer Services strategy across the business. To ensure that the Customer Services function operates effectively and that the functions' activities are aligned to departmental and Company objectives. To ensure the accurate processing of customer quotations, orders and order confirmations within agreed timescales. To ensure that all customer enquiries are satisfactorily managed, resolved and closed within agreed timescales. To ensure that the Customer Services function is adequately staffed and trained to deliver an efficient service to internal and external customers. To represent the Customer Services function as an active member of the Senior Management Team. To actively promote and manage the process of continuous improvement in Customer Service standards within Call Enquiries and Order Processing. Create and sustain a positive team environment displaying high levels of motivation and excellent team spirit. Participate and contribute to relevant management meetings. Promote effective communication throughout all levels of the Customer Services function.
This job description is neither exhaustive nor exclusive and may be reviewed in the future depending upon operational requirements and staffing levels.
Excellence Inspiration Integrity Growth
Personnel Specification
Job Title:
Customer Services Manager
Job Family: Customer Services
Reports to: Operations Director
Factor Attainments and Experience
Essential Criteria
Minimumof5years'recentandproven experience within a busy commercial customer service environment, of which 3 years should be at senior customer relations management level
Customer & employee relations management Demonstrable experience of successful change
management and/or application of continuous/business improvement techniques
Desirable Criteria
Third level qualification or equivalent Experience gained within a
manufacturing or wholesale environment Experience in a quick response, highly fluctuating, customer driven industry Setting and monitoring performance targets/KPIs Resource planning & control Relevant managerial courses
Special Aptitudes
Excellent people management, leadership, coaching and motivation skills
Excellent customer awareness & focus Excellent communication and interpersonal skills Excellent planning, organising and prioritising
skills Excellent decision making / problem solving
capabilities Demands high standards of accuracy and
attention to detail Ability to persuade and influence others Ability to use own initiative Knowledge of Microsoft packages
Knowledge of Quality Management Systems
Knowledge of a CRM system Effective report writing skills
Disposition Positive/`CanDo'philosophy
N/A
Have a holistic approach / vision
Assertive and confident manner
Patient and calm demeanour
High levels of honesty & integrity
Creative/innovative/forward thinking
Good commercial acumen
Analytical and efficient approach to work
Willingness to work additional hours as required
Excellence Inspiration Integrity Growth
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