Customer Service Manager

Elis

  • Glanmire, Co Cork
  • Permanent
  • Full-time
  • 2 months ago
Who are we?Elis is an international textile, hygiene & facilities services business, operating in 29 countries across the globe, delivering a complete textile rental and laundry service. We offer everything from workwear to mats, mops, bed and bath linen, hygiene supplies and pest control services.With plants and distribution hubs across Ireland, Elis offers an unrivalled level of nationwide service with accredited systems and a commitment to the highest infection control standards. Our, 1400+ workforce, proudly support over 10,000 Irish businesses, delivering quality products and services. Our circular services help clients stay focused on their core business while allowing them to reduce their environmental footprint.The RoleJob Summary: We are currently looking to recruit a Customer Service Manager based in our Glanmire plant. Reporting to the General Manager, the successful candidate will play a pivotal role in organising and developing the customer service team to provide a high-quality efficient service to our customers.The successful candidate will oversee and manage the daily operations of the customer service department. The duties will include communicating customer service objectives to the Customer Service Team and other department personnel, compiling data to make assessments of their department’s progress and coordinating with upper management to find ways to enhance their customer service objectives among their employees. The successful candidate will be expected to have a commercial understanding on customer accounts, around profitability and net contribution to profit.Main Responsibilities:· Lead and inspire the customer service team to deliver exceptional service, ensuring alignment with company standards.· Foster team growth and development, creating a culture of excellence within the customer service department.· Organise the customer service department to ensure that customer queries and complaints are dealt with in the most efficient, cost effective and complete way, always ensuring maximum customer satisfaction is achieved.· Build strong internal and external relationships to ensure that customer retention is core to all our activities.· Developing and updating customer service procedures and policies.· Regularly report on customer service performance across key metrics, fostering transparency and accountability.· Facilitate collaboration between customer service and other departments to uphold efficiency and customer satisfaction.· Assist in recruitment, development, and appraisal of staff.· Setting Customer service goals for team members and help them achieve their goals.· Take ownership of customers issues and follow problems through to resolution.· Monitor user feedback, performance indicators, and relevant statistics to inform decision-making.· Preparing weekly and monthly reports.Commercial responsibilities:· Work with the General Manager and the rest of the management team to drive the strategy for Customer Service, to deliver on customer growth and customer satisfaction goals.· Assess customer accounts to ensure that it is profitable to the business.· Work with the Customer Account Manager around customer renewals and pricing.· Liaising with purchasing in relation to stock spend and stock control.· Manage the process and renewal gap.Skills and Experience:· A keen understanding of Customer Service Developments and supporting technologies.
  • Customer-focused with strong communication and interpersonal skills.
  • Leadership and motivational skills to successfully manage your team
  • Enjoys working in a challenging often changing environment.
  • Ability to be innovate and provide creative solutions to ensure customer renewals
  • A high level of decision making skills and a proven ability to manage for results.
· Experience in FMCG, Manufacturing or similar largescale operations is an advantage.Join Our Team:If you are a dynamic and results-oriented Customer Support leader with a passion for driving growth in renewals and leading teams to success, we invite you to apply for the role of Customer Support Manager. Join our team and play a key role in driving revenue growth, building strong customer relationships, and achieving results within our region.

Elis