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Job description

Kinaxia Logistics are recruiting a Regional Customer Service Manager to join their Customer Service team based out of Trafford Park. The Regional Customer Service Manager will be responsile for planning, coordinating and controlling the activities of the customer service team to ensure that the needs of customers are met and a world class service is being delivered and promoted across the Company to increase customer satisfaction, loyalty and retention.

• Monday - Friday
• 40 hours per week
• Competitve Salary
• Additional benefits:
• Life assurance
• Pension
• Exceptional fleet
• Opportunity for training and development (CPC training)
• Full Uniform and PPE
• Onsite Parking
• Cycle to work scheme
• Loyalty Awards (recognises employees with 5, 10, 20, 30 and 40 years’ service)
• Employee benefits and discounts across a range of top brands (including shopping, travel, motoring and days out)

About the job:

• Supervise the handling of high-volume queries, utilizing the CRM system to collate records of discussions or correspondence and to track customer complaint resolution to ensure all queries, including complex and escalated issues, are managed effectively and efficiently.
• Develop and implement agreed customer service standards, policies and procedures across all customer service functions, supervise the priority and allocation of tasks and ensure the necessary resources and tools are available to increase efficiency and service levels.
• Review and assess customer contracts, especially new accounts, to develop a clear understanding of their requirements and service level agreements.
• Compile and analsze data to support the production of accurate reports and KPI’s for both internal and external distribution. Continually review and improve the customer service experience, to create engaged customers and facilitate organic growth opportunities.
• Develop a thorough understanding of pricing schedules by controlling the input and maintenance of rates and maps in the Transport Management System.
• Liaise with the local management teams to support and implement customer service improvements and new growth strategies to increase profitability.
• Recruit, mentor and develop direct reports and nurture an environment where they can excel through encouragement and empowerment to contribute to the overall performance of the business and deliver a world class service.
• Proactively support and adhere to all Group HR, GDPR and Health & safety policies to ensure both the Company and Group are fully compliant;
• Direct P26 and Enquiries e-mails and delegate responses where necessary to ensure 100% customer satisfaction.

Your knowledge and experience:

• A Customer Service Management qualification (or equivalent) would be preferable
• Transport and warehousing preferable with a good understanding 0f pallet networks
• Both working and technical knowledge of CRM systems preferably Sage
• Working knowledge of transport management systems
• Product and service delivery opportunities
• Management of a customer service department and the implementation of standard processes and procedures
• Development of a customer portfolio and management of agreed pricing schedules
• Full utilisation of a CRM system
• Proven track record of dealing with and concluding customer service challenges
• Ability to demonstrate, understand and apply our Company values. These are embedded in all roles and applicants must evidence these values as part of the application process.
• Safe
• Talented
• Attentive
• Reliable

Job Types: Full-time, Permanent

Benefits:

• Company events
• Company pension
• Gym membership

Schedule:

• Monday to Friday

Work Location: In person