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Reed
,
Hemel Hempstead, Hertfordshire
Customer Service Manager
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Job Type: Full-time |
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Salary: £40,000 per annum |
Overview
A great opportunity has arisen for a Customer Service Manager working for an expanding Pharmaceutical organisation on a 6 month Fixed Term Contract,which could be extended or go permanent. The Customer Services Manager is responsible for managing the day to day activities of the Customer Services Department, ensuring operational excellence and high levels of customer satisfaction at all times. Leading, motivating and coaching a team of Customer Service Associates, they will drive continuous improvement in performance to enable service productivity. The Customer Service Manager will continually look for innovative ways to improve the service and will be responsible for managing the overall customer relationships. Working in a fast paced environment, the Customer Service Manager will intervene where required on handling specific queries and complaints in a professional manner whilst maintaining strong customer relationships. To manage the customer services function, ensuring that the Customer Services Associates maintain the highest levels of Customer Service. To represent the Customer Services function at Commercial and Operational meetings. To provide regular reports to the Head of Technical Operations. Create and maintain reports to ensure smooth running of the department. To review and improve processes in line with departmental goals. Proactively look for new opportunities to increase order processing and revenue flow. To carryout performance reviews, appraisals and performance management for the team. To ensure the effective development of the team through coaching and training, acting as a role model at all times. To liaise with the Supply Chain Department to proactively manage stock and supply of products and orders are managed in a compliant way. To develop and strengthen relationships with customers, buyers and distributors and understand the needs and demands of all parties to ensure a consistent service is provided. To liaise with customers to ensure a positive customer experience ensuring any opportunities for improvement are logged and followed through to conclusion. To understand and execute customs and logistics requirements for international shipments. To process and resolve complaints or issues with products or services. To ensure involvement in specific projects To provide KPI’s and performance monitoring reports. To participate in the Customer Service budget and forecasts planning processes. To develop and strengthen relationships with customers, buyers and distributors and understand the needs and demands of all parties to ensure a consistent service is provided. To liaise with customers to ensure a positive customer experience ensuring any opportunities for improvement are logged and followed through to conclusion. To understand and execute customs and logistics requirements for international shipments. Effectively balance cost effectiveness with a high level of customer satisfaction. Promote a customer focused culture and drive through relevant strategies and business practices. Plans activities and project well in advance and takes account of possible changing circumstances. Works productively in a pressurised environment. Technical / Professional Expertise Pharmaceutical industry experience Experience of dealing with Country heads and demanding sales targets 2nd EU language is desirable