Full job descriptionThe Head of Customer Service role will manage a multi site, multi team operation spanning Customer Service, Order Management, Inbound Supply and distribution across the business. The role will also focus on the implementation of new EDI & CRM Systems
Client Details
Our Client is a market-leading manufacturing and FMCG organisation with a nationwide footprint, supplying thousands of customers through a complex multi-site production, warehousing and distribution network. Their success is built on operational excellence, customer focus and a commitment to delivering outstanding service across every stage of the supply chain.
Description
*Develop and execute the customer service strategy across a multi-site operation.
*Lead, coach and develop customer service leadership teams and front-line colleagues.
*Drive service excellence through the optimisation of processes, systems and customer journeys.
*Own customer service KPIs including OTIF, order accuracy, response times, complaint resolution and customer satisfaction.
*Work cross-functionally with Supply Chain, Production, Logistics and Commercial teams to improve end-to-end service delivery.
*Identify opportunities to simplify processes, increase efficiency and reduce cost-to-serve.
*Use data and customer insight to drive continuous improvement initiatives.
*Manage customer escalations and major service incidents, ensuring swift and effective resolution.
*Champion a culture of accountability, engagement and continuous improvement.
*Lead customer service transformation projects, including technology and CRM enhancements.
*Support key customer relationships and contribute to customer retention and growth strategies.
*Ensure robust governance, compliance and service standards are maintained across all locations
Profile
A successful Head of Customer Service should have:
*Experience within a similar Manufacturing, FMCG, Supply Chain or e-commerce led function
*Mulit-team management - desirable
*Multi-site management - desirable
*Experience working with and/or implementing new EDI / CRM Systems
*Strong people leadership skills
Job Offer
*Base Salary between £50,000 and £60000, dependent on the level of experience.
*Car Allowance
*Permanent position based in Wakefield / Dewsbury - straight off the M62
*Opportunity to lead and shape a customer service team in the industrial and manufacturing sector.
*Generous wider benefits including holiday allowance, private pension and much more