customer service manager United Kingdom
Job description
Company description
IBC Simply have been creating and supplying quality products for over 25 years.
We're experts and innovators in flavour.
We're a UK company, who produce, sell and distribute a range of products internationally to the food service industry.
IBC is a family run business, with father and son at the helm, supported by their fabulous team, working across two sites to deliver your food service needs when it comes to beverages, baking, ice cream and desserts.
We take great pride in the products we produce and distribute. From perfecting our recipes that result in great tasting products to keeping our teams happy and motivated. Ensuring our customers receive the best service possible, every time.
Job description
We're now looking to recruit a Customer Service Manager to join us in our Wheathampstead office.
As our Customer Service Manager you'll be responsible for overseeing the day-to-day running of our award winning customer service B2B order processing team.
This role is ideal for someone who's worked in a similar type of role before at a senior or team leader level and looking to take the next step in their career in customer service.
We're looking for someone that's proactive, has a keen eye for detail, always looking for better ways of working and someone with a real passion for managing people and customer service.
Your key responsibilities will include:
- Ensuring the smooth day-to-day running of the customer service team
- Line management of two direct reports
- Responsible for more complex and high level customer orders
- Ensuring all orders are processed in a timely manner and within agreed company targets
- Overseeing export orders, including arranging transport and the relevant export paperwork
- Dealing with customer issues and escalations
- Identifying any transport issues and liaising with the relevant shipping account manager to find a solution
- Generating sales and customer service reports for various teams within the business
- Liaising with Directors and other departments including the finance, technical, marketing, operations, sales and warehouse teams
- Compiling monthly customer service reports and presenting these at the monthly managers meeting
- Updating the sales ledgers at the end of each day
- Setting up new customer accounts
- Issuing communication to customers of any company or product updates
- Overseeing the Amazon order process and invoicing
- Carrying out monthly 121's with the team
- Carrying out return to work meetings with the team, following periods of absence
- Ensuring ongoing training and development for the team
- Responsible for the recruitment of any new customer service team members
- Identifying and suggesting areas for improvement within the department
Skills Test
Upon applying for this role via Indeed, you will automatically be sent an Attention to Detail test. We'd be grateful if you could please complete this as soon as possible. If you have completed this test in the past year, Indeed will not usually send it again, so please don't worry if you don't receive it! Please take time, care and attention on this test as this role requires very high attention to detail.
Reporting to:
- Head of Sales & Marketing
Hours of Work:
- Monday – Friday: 8:30am to 5:00pm (Flexible working - 1 day per week at home and 4 days per week in the office)
Benefits:
- 23 days annual leave plus Bank Holidays (3 days to be used between Christmas and New Year) – increasing to 25 days (3 years service), 28 days (5 years service) and 30 days (10 years service)
- Half-day leave on your birthday
- Great staff discount on our products
- Free parking
- Unlimited tea and coffee, plus regular taste-testing of our products
- Bi-annual work socials and Christmas party
- Government pensions scheme
- Casual dress-down everyday
Once you’ve successfully passed your probation period, you will also have access to the following benefit:
- Access to discount website, PerkBox, where you’ll receive flexi points every month, which you can use towards lots of goodies including cinema tickets, shopping vouchers, Greggs/Café Nero drinks and food plus loads of other shopping discounts.
- As part of PerkBox, you will get free access to a 24/7 confidential support line. You can speak to them about anything at all, from stress and anxiety to home issues and financial trouble. It is entirely confidential and available to you 24/7.
- Enhanced Maternity/Paternity/Adoption leave
Location:
- Wheathampstead, Hertfordshire (1 day home working, 4 days in the office)
Salary:
- £30,000-£35,000 depending on experience
You can find out more about us by visiting our website: www.ibcsimply.com
Job Types: Full-time, Permanent
Salary: £30,000.00-£35,000.00 per year
Benefits:
- Additional leave
- Casual dress
- Company events
- Employee discount
- On-site parking
- Store discount
- Work from home
Schedule:
- Monday to Friday
Ability to commute/relocate:
- St Albans, AL4 8BB: reliably commute or plan to relocate before starting work (required)
Application question(s):
- Will you now or in the future require sponsorship for employment visa status?
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in St Albans, AL4 8BB
