Position Summary
To lead and develop a customer-centric team, to align to the Alliance strategy of having the customer first mindset. To ensure the team are fit for purpose.
Accountabilities
- Manage and run the Customer Service department servicing the EMEA customer business and contribute to meeting company-wide Supply Chain performance and strategy objectives.
- Help the business explore and develop its E-Commerce customer support knowledge, in line with Alliance’s strategy.
- Develop digital as well as traditional customer service methods, research and be aware of developments in new technology and methods to optimize systems within the team – for example CRM.
- Be the voice of the customer to internal stakeholders within Alliance. Ensuring that customer’s needs are a priority in internal stakeholder meetings.
- Manage escalations from within the Customer Services team to ensure the best outcomes for our customers
- Manage all department activities, including order management, import license tracking/maintenance, WDA process and checks, and aged debt collection
- Drive efficiency both internally and externally with a continuous improvement mindset.
- Support the Inventory Team with warehouse related stock reconciliation activities related to customer service activities. This may include root cause and CAPA.
- Understand the reasons for returns and review trends to highlight areas of improvement
- Manage related Standard Operating Procedures and Work Instructions to ensure they are fit for purpose and accurate.
- Represent Customer Services on other Company projects as required
- Support the business in all necessary administrative duties
- Support with any audits as necessary.
- Develop the customer services team to their full potential. Ensuring the team have development plans in place.
- Due diligence and integration support for new acquisitions
- KPI Management and setting for Customer Service activities including root cause and CAPA
- Ensure headcount resource meets the needs of the business’s long-range plans.
Functional Experience
Essential:
- Minimum GCSE grade 5-9 or equivalent in English and Mathematics
- A self-starter, who is detailed and accurate, a good problem solver with an empathetic nature, who is able to work well within a team.
- Understands when to escalate issues
- An ability to resolve customer queries from beginning to end
Desirable:
- An understanding of how to deal with different cultures and being adaptable to changing ways of working as needed
- Able to work alongside colleagues across the whole business to find the best customer outcomes
Career Experience
Essential:
- Existing customer services experience or other customer facing role appropriate to this position, demonstrating an ability to communicate across teams and to senior management
Desirable:
- Experience of managing a team and of developing and training individuals and supporting through coaching when needed.
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