Customer Service Manager – Label & Board

Salary: £26,000 per year

Customer Service Manager – Label and Board
Multi Site

The Client:

A leading European packaging group that manufactures flexible and sustainable solutions for some of the world’s most respected brands.
With multiple sites across the UK. It is a significant player in supplying blue chip food and FMCG customers with a value driven portfolio of products.
To support its ongoing development and growth, the Group would like to hire a Customer Service Manager who can harness a ‘best practice’, customer centric culture across the individual sites.

The Role:

To manage all aspects of the customer service offering, ensuring that all customer needs are being met and exceeded by leading and developing a team who manage interactions across multiple channels – telephone, e-mail and electronic meetings.
Your aim is to provide and promote excellent customer service throughout the organisation, whilst developing and leading a team of managers, who are responsible for groups of customer services executives / administration across labels and board.
Working at all levels, within the organisation, to determine the best process and routes for executing excellent customer service and ensuring that there is a clear understanding throughout the business of the client and category needs. Act as the voice of the customer across the organisation.
Understand the 6 pillars of customer excellence for B2B pro-active customer service: Commitment, Fulfilment, Seamlessness, Responsiveness, Proactiveness and Evolution.

Key Responsibilities:

⦁ Developing and implementing customer service policies, processes and technology within the organisation, driving towards a “best in class” customer experience.
⦁ Drive a robust induction and training process, within the customer services team, to support excellent service.
⦁ Identify the most effective way to manage customer requirements through the business and ensure retention of existing internal sales colleagues.
⦁ Develop a method to measure customer satisfaction and support improvement of services, constantly reviewing what is seen as “best in class” B2B organisations.
⦁ Investigate and solve customers’ problems, which may be complex or long-standing, that have been passed on by customer service executive.
⦁ Working with the external sales teams to ensure that the category needs are met, as well as attending customer meetings, where needed and providing direct feedback to external sales teams.
⦁ Communicate findings, both up and down the business, on external market observations and customer’s feedback, ensuring that the business are ahead of their peer group in terms of service standards.
⦁ Engage in the SIOP and budgeting process to ensure adequate headroom and capacity within the CSE team to support forecasted growth YOY.
⦁ Ensure company policies are adhered too, whilst continuing to drive the most efficient and effective way to process customer orders and manage their requirements through the business.
⦁ Alignment with Commercial and Operations to ensure that customer accounts are managed in line with the commercial framework. Promote the use of service level agreements for complex customer accounts.
⦁ Be responsible for setting and managing the budgeted headcount for internal sales with YOY process savings being identified supported by the CPS teams
⦁ To work with all areas of the business to determine the best route for executing excellent
customer service and ensure that there is a clear understanding of the expectation of the
client and category needs, whilst delivering the businesses expectations around budgeted spend for the department.
⦁ Develop a short, mid, long term plan customer services plan in terms of best location of teams /processes / technology to drive excellence in customer services.

Principal Accountabilities:

Effective Management:

⦁ Directly involved in the creation and development of the customer services plan across labels and board
⦁ Ability to plan workload on a short, medium and longer term basis, pro-actively manage timings to achieve business expectations by ensuring adequate resource is in place
⦁ Constantly review internal sales working practise with the CPS team to promote the most affect way to operate
⦁ Understand the operational model within the label and board division to ensure effective delivery of packaging, particularly during peak periods of activity.
⦁ Liaising with operational and external sales teams within the business to drive successful and effective delivery.
⦁ Pre-empt issues through effective communication.
⦁ Plan for periods of increased volume and exceptional projects.
⦁ Manage staff recruitment and appraisals in collaboration with HR
⦁ Develop robust communication programme so that internal and external stakeholders are informed on customer activity and progress to targets

Commercial alignment:

⦁ Ensure that all internal sales colleagues have full awareness / training on the commercial elements that make up price and the key influence that they have over how jobs are produced and the impact to profit
⦁ Identify and recommend new ways of working which will benefit the company commercially
⦁ Ensure that all disciplines such as aged stock / origination recovery is fulfilled each month in line with business budgeted expectations

Leadership & Direct Reports:

⦁ Direct, manage, lead, develop and inspire a team of people.
⦁ Manage training and development plans, succession planning including personal development programmes, and evaluate ongoing performance through the appraisal process.
⦁ Drive effective communication with the team and motivate them.
⦁ Ensure all company policies and procedures are adhered to (attendance, holidays etc.)
⦁ Relationship Management / Communication (Internal and External)
⦁ Establish key working internal and external relationships (Customer / Colleagues)
⦁ Proactive communicator at all levels.
⦁ Collaborator at all levels within the organisation with ability to articulate the customer needs
⦁ Develop a communication programme for internal sales to ensure that they are informed of all business activity

Reporting:

⦁ Be prepared on request to present department strategy and key KPI metrics used
⦁ To provide the UK Sales Director with monthly report on key metrics agreed
⦁ Report out the monthly customer service budgeted targets including progress and variances YTD.
⦁ Report all H&S issues in keeping with company procedure.

Key Meetings:

⦁ Meetings with customers on request
⦁ Sales meeting on request and collaboration with the Category Director
⦁ CSE Roadshows bi-annually.
⦁ Attendance as required on operational meetings.

Person specification:

⦁ Previous experience of being responsible for customer services or sales in a packaging or FMCG environment.
⦁ Experience of managing internal customer service teams across multiple sites.
⦁ Experience of communicating with the customer across all levels of their organisation, able to present to an audience in a face to face or digital environment.
⦁ Communication skills that allow you to inform, help and advise customers clearly and to liaise effectively with all depts.
⦁ Natural leader
⦁ Strategic and innovative thinker
⦁ Organised and calm under pressure
⦁ Commercially aware
⦁ Proactive, positive, enthusiastic – demonstrates “can do” attitude
⦁ Leads by example, but effective delegator.
⦁ Demonstrates three “p”s: professionalism, patience, and a “people-first” attitude.

Listgrove is more than a global recruitment partner to its clients in the plastics, packaging, recycling and chemical industries. For over 45 years, we have supported companies with professional advice and successful HR solutions. All assignments are tailored to the client’s needs and delivered by expert consultants.

Why select Listgrove?

⦁ Established in 1975
⦁ Recruited in 68 countries
⦁ Recognised International brand
⦁ Exhibited around the world; in Russia, China, India, USA, Middle East, North Africa and extensively throughout Europe
⦁ Global network of candidates and talent data
⦁ Search projects completed across all functions and at all levels of seniority
⦁ Access to a network of offices across the world

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