Customer Service Manager at JN Bentley Ltd

Manchester, Greater Manchester - England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

17 Jan, 27

Salary

55000.0

Posted On

19 Oct, 26

Experience

8 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Industry

Consumer Services

Description

Key ResponsibilitiesOrder Management & Delivery Coordination
Process daily orders and maintain clear visibility over order status, ensuring accurate and timely deliveries.
Run daily, weekly and monthly reports, and distribute weekly delivery schedules to customers.
Track display orders and new lines to maximise sales opportunities.
Manage direct container orders in partnership with the operations team.

Customer Support & Escalation
Serve as the escalation point for all customer queries, pre- and post-sale.
Provide first-line support to our sales managers and assist other departments with problem-solving on delivery schedules and stock queries.
Manage the orders inbox, ensuring every enquiry is actioned promptly.
Cover departmental tasks during absences to maintain consistent service levels.

Service Resolution & Claims
Manage and report on all service issues. Track and report on KPI's.
Investigate and resolve service issues, including service requests, arranging replacement parts or units and coordinating third-party services.
Work with external logistics partners to track deliveries and resolve delivery queries.
Raise failed-delivery claims and negotiate credits where appropriate.

Relationship Management & Communication
Build and maintain strong relationships with customers, providing timely, empathetic and effective communication.
Liaise with sales managers on complex issues to find fair, consistent solutions for all parties.
Manage and update process notes and share weekly performance summaries with the management team.
Support key accounts by providing tailored order updates and helpful guidance on using our website for stock checks and orders.

What We’re Looking ForProven experience in customer service, order management or sales coordination.
Exceptional organisational skills and the ability to prioritise multiple tasks.
Strong problem-solving abilities and a logical, fair approach to complex issues.
Excellent communication skills (phone and email) with the tact to handle difficult conversations calmly and empathetically.
Working knowledge of ERP systems (experience Microsoft Dynamics Business Central is advantageous) and good Microsoft Office skills.
A customer-first mindset with the ability to build positive relationships and provide consistent, high-level service.
Furniture or home interiors experience is advantageous but not essential.
A team player who is reliable, adaptable and eager to support colleagues across the business.

Responsibilities