Customer Services Manager

Customer Services Manager

Location: On- Site, West Bromwich, B70 8BG.

Salary: £35,000 - £38,000 dependent on experience.

Contract: Full time, Permanent

Hours: Mon-Fri 8:30am-5:30pm

We are a fast-growing Ecommerce and Wholesale Bathroom company who design and import own brand products and distribute all across the UK from a local Plumbers Merchants to Big Online Retailers and anyone in between. And the all-important Mrs Smith!

We have a growing e-commerce team in India with fulfilment team and Key Management operating out of West Bromwich, West Midlands in the UK. Customer Services team also operates out of India and you will be managing them directly.

We want to leave the world a better place than we found it. Will you be a part of that team?

Customer Services Manager – The role

We are looking for a resourceful, competitive, high energy, high skill and industrious candidate who can manage the full spectrum of CS Services and help define Customer Service Strategy to build company further.

Role Responsibilities:

•  Manage, train and upskill team

•  Maintain high motivation

•  Get Team trained to UK customer expectations, nuances, cultural understanding, improving phone manner

•  Ideally from Bathroom, heating & Plumbing background but not essential. Motivated enough to learn the product and services and confidently disseminate across the team members.

•  Using technology / AIs Tools to create Training Video, Learning Manuals, Work Flows

•  Analyse current SOPs in place and improve them / cancelling any redundant steps by challenging Status Quo and always seek Improvement.

•  Create a Live Dashboard of CS Health Metrics including that of individual sales channels such as Amazon, Ebay, Shopify, Wholesale and take ownership of maintaining and/or improving them.

•  Create a visual weekly report of Key Issues with root cause analysis and engage with relevant parties in the company to resolve them.

•  Engage/ report to Head of Product & Purchase Manager to resolve Product related faults.

•  Effective liaison with suppliers to bring our solutions that work for both parties

•  Set communication tone with all customers and ensure followed through. A mapping of customer touch points (from order entry) to fulfilment and follow up in case of aftersales or re-marketing.

•  Be a Sales Co-ordinator for our B2B sales reps in the field by supporting them via phone/emails or any channels necessary.

•  Team Performance evaluation and improvement plan where needed

•  Team Support & Office Administration as may be necessary

In short you are the person who helps us build a Robust CS Strategy, map expectations and execute first class service whichever channel the customer comes in contact with us.

What we need from you:

•  Do you have at least 3 years’ experience in a similar position?

•  Do you have experience with Bathrooms, Heating, Plumbing or Home Furnishings?

•  Do you want to be part of a team that wants to do things differently and change the Personal Hygiene and Sanitary Market for better?

•  Are you hard-working and motivated enough to build, nurture and develop a team of people who will excel in tomorrow’s business landscape and capture opportunities in Customers Services via AI, Robotics, Information Flow?

•  Do you have the attitude to succeed in a fast-paced, rolled up sleeves environment?

•  Are you technologically savvy whilst appreciating human side of customer interactions?

•  Do you take ownership and see issues resolved to the highest levels of satisfaction?

•  Do you see the bigger picture whilst nuanced enough to value the tiny details?

•  Do you want to work in a company that values talent & skills and remunerates accordingly?

If you feel you have the skills and experience to be successful in this role then apply today!