Contract Type: Full Time - Permanent
Hours: 37.5 per week
Salary: Dependent on Experience
Based at: Alban Park, St Albans
What can you expect in this role?
As the Customer Service Manager, you will work with a fun, diverse and supportive Customer Service Team providing excellent customer service to all UK customers. With your enthusiastic and outgoing approach, you will build on the existing customer relationships and enhance the team’s service level.With a small team of three, you will be passionate about learning and developing your skills and that of your teams’ to provide the customer with a service that beats the competition. Customers will be relying on you to deliver on your promise and meet their ever-changing needs, and you will be keen to rise to this challenge and build a Customer Service department to be proud of. If you are not committed to delivering this then you won’t be right for FS Cables.
Your day-to-day duties will include:
- Day-to-day management of the Customer Service Department
- Training and developing the team including carrying out 1-2-1s, performance development plans, and team meetings
- Leading the team by example and managing the department in a progressive and supportive way
- Suggesting new ideas and implementing processes to continuously improve the department
- Acting as team leader for the Export Admin team (team of two) as and when required
- Processing sales orders
- Communicating with customers by phone providing solutions to customer issues
- Liaising with freight companies, managing delivery issues, invoices queries and claims
- Maintaining clear records and order information on our internal system
- Preparing import/export documentation
- Managing customer returns
- Liaising with other departments to ensure orders are processed and delivered on time
- General administration duties, including answering the phone, data entry, uploading documents, dealing with emails and post
- Supporting the sales team to ensure customers receive the service level promised
- As well as these core job functions there will be ad hoc duties to provide the best possible customer service
What experience and qualities will make you successful?
- Proven success as an office-based customer service manager or team leader within wholesale distribution
- Experience with managing logistics requirements and relationships with couriers
- Previous people management and development experience (3 years+ desirable)
- Experience in providing customer service support with knowledge of management methods and techniques
- Commitment to succeed and develop as a part of a growing business, striving to achieve the highest standards at all times
- Self-motived and desire to continuously look for ways for the department/service to improve with past examples of continuous improvement
- Assertive with clear written and verbal communication skills
- Proactive and crucially a ‘can-do’ attitude
- Proficient with Microsoft Office (Excel, Word and Outlook) and any previous experience with databases/ERPs would be beneficial
- Strong organisation and administration skills with an eye for detail
- Logical, common sense approach to problem-solving
- Leads by example when it comes to teamwork and providing outstanding customer service
- Experience working within the electrical industry would be advantageous but is not required
FSC Benefits:
- Company bonus scheme
- Pension scheme options
- Life Assurance from Day 1
- Increase to 25 days holiday after one year
- Employee Assistance Programme
- Free on-site parking
- People – we pride ourselves on building a fantastic team of people
- Culture and values – open, friendly and proud of what we do
How to apply;
Please send a CV and covering letter to cv@fscables.com