Customer Service Manager

at  Ecolab

The Bioquell EU Customer Service Manager role is to manage the interactions of the Customer Service team with internal (Sales Teams) and external (Direct Customers and Distributors) stakeholders including technical issues. This role will include working closely with all key contacts to provide a seamless customer experience delivering world class service.

ESSENTIAL SKILLS

• SAP Experience
• Incoming Customer email handling systems
• Microsoft Dynamics / Other CRM Systems
• A good understanding of business processes
• A positive, flexible and results orientated approach
• Excellent line management and conflict skills
• Close attention to detail to produce work of a high standard is essential
• Experience of working in a customer facing role
• A robust personality, able to handle pressurised situations
• Able to work autonomously and demonstrate good decision qualities but also be capable of sharing workload within a small team and directing work as appropriate
• An experienced team leader who is able to build a one team approach

REPORTING DIRECTLY TO THE DIRECTOR, PPC BUSINESS OPERATIONS, ROLE WILL HAVE THE FOLLOWING PRIMARY RESPONSIBILITIES

• Managing the day-to-day functions of the Customer Service team.
• Ensuring a high degree of internal and external customer satisfaction with all customer interactions.
• Ensuring key accounts are managed effectively, with a personalised account specialist approach and within agreed service levels for all interactions.
• Drive a high performing structured team. Manage career paths and succession planning.
• Responsible for the smooth flow of all quote, orders and despatches through the business for Sales Office & Distributors and will require close collaboration with key contacts at each site.

ACCOUNTABLE FOR THE FULL CUSTOMER SALES CYCLE POST EQUIPMENT SALE

• Building key relationships with existing and new contacts.
• Working with contacts, sales teams and supply chain management to improve forecast accuracy.
• Ensure all quotes, orders, contracts, cases, returns, return to base units and general issues are dealt with in line with defined service levels.
• Review all customer satisfaction surveys and non-conformance reports driving continuous improvements.
• Regular performance reviews with all personnel to ensure they have the appropriate equipment and resources to complete their tasks, including monthly folder sessions with office-based staff.
• Resolution of issues / conflicts between contacts’ expectations and achievable results.
• Continually challenge and improve data capture & customer service systems
• Pre-empting payment issues and liaison with Accounts regarding Aged Debtors.