Position Overview:
As the Customer Service & Fulfilment Manager, you will be responsible for overseeing all aspects of customer service operations and order fulfilment to ensure timely and accurate delivery of products and services. You will play a critical role in enhancing customer satisfaction, maintaining strong customer relationships, and optimizing the efficiency of our fulfilment processes.
Responsibilities:
1 Customer Service Management:
- Develop and implement customer service policies, procedures, and standards to ensure consistent and exceptional customer experiences.
- Lead and supervise a team of customer service representatives, providing guidance, coaching, and training to ensure high-quality service delivery.
- Handle escalated customer issues and complaints, resolving them effectively and ensuring customer satisfaction.
- Monitor customer feedback and conduct regular assessments to identify areas for improvement and implement necessary corrective actions.
2 Order Fulfilment:
- Oversee the end-to-end order fulfilment process, ensuring accuracy, efficiency, and timely delivery of products and services.
- Collaborate with cross-functional teams, including warehouse, logistics, and inventory management, to optimize fulfilment processes and minimize order processing time.
- Implement and maintain systems, tools, and technologies to streamline order tracking, inventory management, and reporting.
- Monitor order status, track shipments, and resolve any issues or delays to meet customer expectations.
3 Performance Analysis and Improvement:
- Define key performance indicators (KPIs) and metrics to measure customer service and fulfilment performance.
- Conduct regular analysis of operational data to identify trends, areas for improvement, and potential bottlenecks.
- Develop and execute strategies to optimize customer service and fulfilment operations, increase efficiency, and reduce costs.
- Collaborate with relevant stakeholders to implement process improvements and automation initiatives to enhance overall productivity.
4 Team Leadership and Development:
- Build and lead a high-performing customer service and fulfilment team, fostering a culture of collaboration, continuous learning, and excellence.
- Identify training and development needs, provide coaching and mentoring, and promote professional growth opportunities for team members.
- Manage the HR folder for the CS and Fulfilment Teams.
Pay: £33,000.00-£38,000.00 per year
Work Location: In person
