Job Description

Pike Textiles are suppliers to the interiors and fashion markets, providing sampling solutions for high end brands.

We are excited to be recruiting for a Customer Service Manager. The successful candidate would have the opportunity to join a fantastic family run company.

As Office Manager you will manage the Customer Service Team, overseeing their day-to-day tasks and offering support as required, coordinating any customer priorities and ensuring that all compliance is adhered to.

You will take ownership and direct responsibility for the processes within the team, ensuring that they are relevant, up to date and followed accurately by the team, recommending any changes or additions and managing any incompliance. You will also encourage and demonstrate a positive, professional approach to your daily working activities to ensure employee motivation and morale remains consistently high.

You will work with the Chief Commercial Officer and Sales Manager on projects to further the development of the team including but not limited to systems, processes, customer management, staffing levels, contract review, marketing and the customer journey.

Health and safety must be adhered to at all times.

Please include a covering letter along with your application.

Key deliverables:

Manage the Customer Service team to hit internal and customer deadlines. Support, mentor and develop direct reports to ensure they are confident and competent. Ensure that the business meets customer SLA's Ensure that all work is compliant and SOP's are adhered to and developed. Regularly review processes and SOP's to ensure they are current, applicable and best practice. Develop and introduce a contract review procedure inline with audit expectations to enhance the customer experience. Be responsible for minimising customer complaints by working with the quality function to drive root cause analysis and suggest relevant improvements. Support the key accounts by working closely with the Team. Be the escalation point for any customer or production issues that may arise from the team and know where to direct them to find the answer or where to escalate further to. Complete all team appraisals, 1-2-1's and general catch ups inline with the company policy. Contribute to the weekly team meetings and ensure a relevant agenda is ready for each one. Support the Chief Commercial Officer with any reasonable requests. Analyse, maintain and communicate weekly reports in the required formats. Facilitate and/or organise any training the team requires in a timely manner. Support and encourage all of the Pike Values in all you do. Work in partnership with the production team to continue improving the communication flow between the Customer Service team and the shop floor. Project Manage business/departmental projects as appropriate. Ensure new customers are onboarded in line with the company standards. Gather customer feedback and report this to the team and Senior Leadership team.

Requirements - skills, attributes & experience

Strong communication skills and the ability to work with a wide range of people including our customers Excellent Microsoft Office skills. Ability to thrive in a fast paced environment and to work well under pressure. Competent in problem solving, team building, planning and decision making. Exceptional people management skills and experience of dealing with personnel issues. Experience of project management Excellent organisational, motivational, leadership and follow up skills. A large focus on attention to detail and detail orientated tasks Be confident in decision making and work autonomously. Excellent prioritisation abilities and the confidence to request help when needed. Strong written, verbal and presentation skills. Flexible, positive, can-do attitude with a solution focussed mind set. Experience in contract management and reporting.

Other Information:

36 hours per week
Job Types: Full-time, Permanent

Pay: 35,000.00-43,000.00 per year

Benefits:

Additional leave Company events Company pension On-site parking Sick pay
Experience:

similar role: 3 years (required) Microsoft Excel: 2 years (required) Customer Service Manager: 2 years (required)
Language:

English (required)
Location:

Wisbech PE13 2RS (preferred)
Work Location: In person