Customer Service Manager (FMCG)
The successful candidate will have responsibility for the whole transition process and a day to day management of the Customer Services Department. The role is to provide leadership and direction to Customer Service Team to ensure that an excellent standard of service is provided and maintained.
Our client, an international FMCG company, is looking for an experienced customer services to hire and lead a new team of customer service specialists (CEE region).
- Co-create new structures of Customer Service Department
Manage and work with team members to maintain an efficient inventory holding for the brand ensuring the turn level is high, slow moving and obsolete stock is managed effectively
Understanding the process' end to end to effectively manage the team with a focus on outcome whilst operating within the rules of the business
To ensure that the Customer Services function operates effectively and that the functions activities are aligned to departmental and company objectives
Build effective, credible relationships with other teams and departments to deliver Customer Service Excellence.
To ensure the accurate processing of customer orders and order confirmations within agreed timescale.
To ensure that the Customer Services function is adequately staffed and trained to deliver an efficient service to internal and external customer
Organize and manage the team to prioritise workload, including supporting the team by being hands on when needed
Create and sustain a positive team environment displaying high levels of motivation and excellent team spirit
Proven experience within a busy commercial customer service environment (order management)
Previous experience of managing a team Fluent English as a must
Experience gained within FMCG environment
Good knowledge of CRM and ERP Systems (SAP desirable)
Excellent customer awareness and focus
Excellent communication and interpersonal skills
Excellent planning, organising and prioritising skills
Excellent decision making and problem solving abilities - determine solutions for challenges
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