Job Purpose:
The Customer Service / Project Manager is responsible for leading the customer service team to deliver exceptional customer experience. This role involves managing daily operations from receipt of customer orders to delivery of the product and/or service. It is essential to maintain the high quality of service to the customer, resolve complex customer issues, monitor performance and implement strategies to enhance customer satisfaction and loyalty.
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Key Duties & Responsibilities:
Leadership & Team Management
- Lead, motivate and develop the Customer Service Team to achieve departmental objectives and performance targets.
- Support employee growth within the business and build a team to ensure customer satisfaction and successful delivery of all customer requirements.
- Foster a culture of accountability, collaboration, customer focus and continuous improvement.
Customer Account Management
- Ensure customers receive timely, professional and effective support & communication at all times throughout their journey with the business.
- Act as the senior customer interface for key accounts, developing strong relationships and ensuring excellent service delivery.
- Engage regularly with customers to gather feedfack and identify improvement opportunities.
- Manage customer compliants and coordinate timely resolution of any issues.
- Allocate customer accounts appropriately across the team.
- Support the team with managing daily administration, quotations and customer projects. Ensuring the accurate and timely data entry into the Company MIS and other busines systems.
- Prepare reports and presentations as and when required.
- Develop and implement customer service policies, procedures and best practices.
- Ensure customer requirements are delivered on time, within budget and to agreed quality standards.
Cross-Functional Collaboration
- Ensure good communication with all departments at all times for successful delivery of orders and projects. Build strong relationships and ensure the accuracy of information to ensure delivery of orders and projects ‘Right First Time’.
- Work closely with the Sales team to support them and the customer.
- Work closely with the Production team to ensure they have all the necessary information to be able to produce the orders.
- Attend regular Leadership Team meetings.
Quality, Health & Safety and Compliance
- Drive a culture of continious improvement.
- Ensure Non-Conformance Reports (NCRs) are raised, investigate and closed out in a tinely manner.
- Ensure all activities comply with Company Policies, including Health & Safely. It is essential to carry out commitment to the ‘Safety First’ culture.
- Customer site visits will be required for those projects that have review milestones and to assess product quality, installation standards and customer satisfaction.
Additional Responsibilities
- Drive revenue growth within existing accounts through upselling and cross-seslling opportunites.
- Monitor and improve profitability across customer projects.
- Collect and analyse project data relating to costs, materials, labour and lead times.
- Support sales activities and customer presentations as required.
- Represent the business professionally at customer meetings, site visits and industry events.
Other
- Uphold high ethical standards acting with integrity in all interactions with clients and stakeholders, complying at all times with the Company’s Values and Behaviours.
- Ensure that the you adhere to relevant laws, regulations, and company policies.
- Maintain a strong understanding of the Company’s sales process and sales cycle times.
- Maintain an in-depth understanding of the products and services being sold and the industry in which the company operates in.
- Act and behave in a way compliant with GK Signs standards and culture.
Qualifications and Experience
Essential
- Customer-focused mindset.
- Proven sucessful experience in customer service and project management roles, or similar client-facing leadership roles.
- Previous sucessful experience in leading and developing teams.
- Strong commercial experience and ability to work within budgets to deliver profitable outcomes.
- Numerate.
- Ability to work under pressure to meet customer deadlines.
- Excellent stakeholder management and relationship-building skills.
- Strong analytical and problem-solving abilities.
- Technical ability and knowledge of Microsoft Office, ERP, CRM and/or MIS systems.
- Exceptional verbal and written communication along with presentation skills.
- Analytical mindset with attention to detail.
- Ability to travel when and if required. Full clean driving license.
- Calm under pressure and able to prioritise.
- Good organisational and administrative skills.
- Creativity and innovation skills.
- Self-starter and ability to work independantly.
Desirable
- Experience within Print, Signage or related industries.
- Relevant professional certification in customer service and/or project management.
Job Types: Full-time, Permanent
Pay: £35,000.00-£45,000.00 per year
Benefits:
- Casual dress
- Company pension
- Free parking
- On-site parking
Work Location: In person
