Customer Service Manager
7 months ago
**Company Description**
- ** Job Purpose**
To provide direction, leadership and management of the Customer Service Department to ensure all orders are processed in a timely and effective manner. Establish and ensure achievement of daily, monthly and annual targets by developing and administering policies, processes and procedures, managing resources and driving continuous improvement to meet the business needs
- ** Key Responsibilities**
**The Customer Service Manager is responsible for providing a productive and motivating working environment and addressing any issues/ disputes from customers.**
**Support Customer Relationships**
- Facilitate Customer Service systems to meet customer needs and expectations
- Ensure all Customer Service staff treat all customers in a professional and effective manner
- Ensure all purchase orders are entered correctly and are up to date
**Manage Customer Service Team**
- Create policies and procedures that optimize customer experience.
- Establish policies and work with all stakeholders to ensure that the same level of quality service is given to all customers.
- Ensure the team is adequately staffed at all times to meet customer demands
- Ensure cross-training and back-up support is in place to meet business requirements
- Optimizing productivity and asset utilization
- Manage Direct Reports (Supervisors)
- Create, update and maintain appropriate documented processes and procedures, ensure all Team Members are adequately trained and conduct routine audits to verify compliance
- Lead, coach and mentor staff to develop their skills and abilities
**Ensure Achievement of Performance Targets and Report Performance**
- Establish Department daily, monthly and annual quality, delivery and cost performance goals aligned to Supply Chain objectives
- Establish Key Performance Indicators, monitor and report performance on Dashboards and A-3’s identifying specific issues and gap closure plans
- Attend Tier 2 meetings with Supervisors to monitor daily performance providing feedback and direction.
**Establish and Execute Business and Customer Improvement (CI) plans**
- Establish annual Department Business Plan with Objectives, Key Initiatives and KPI’s
- Identify improvement opportunities and establish the CI program for the Department
- Foster a CI culture through the use and deployment of Lean tools and methodologies and develop Change Leadership skills in the Department
- Sponsor, lead or facilitate specific CI projects and establishment of Standardized Work
- Sponsor, lead or facilitate Kaizens
**Perform other Duties**
- Coordinate with Sales and Marketing to ensure all accounts are managed efficiently and effectively.
- Perform other duties and as assigned, commensurate with job knowledge and experience
**Qualifications**
- Bachelor’s Degree in Business Administration, Management, Marketing or related field.
- Project Management or Six Sigma certification (preferred).
**Additional Information** ABOUT LGC**:
**OUR VALUES**
- ** PASSION**:
- ** CURIOSITY**:
- ** INTEGRITY**:
- ** BRILLIANCE**:
- ** RESPECT**
**EQUAL OPPORTUNITIES**
LGC strongly believes that every job applicant and employee should be valued for their individual talents regardless of age, disability, race, color, ethnic or national origin, sex, sexual orientation, gender reassignment, marital or civil partnership, pregnancy or maternity, religion, or belief. Short listing, interviewing and selection will always be carried out without regard to gender, sexual orientation, marital status, color, race, nationality, ethnic or national origins, religion or belief, age, or trade union membership.
**#scienceforasaferworld
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