Customer Service Domestic Manager

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Performance

  • Control ‘sales orders at risk’ to maximise OTIF KPI by management of internal and external functions.
  • Maintain excellent standards of customer service within the department.
  • Drive continuous improvement of people and processes within the department.
  • Assist in the development of strong collaborative relationships with key customers in order to maximize customer experience in tandem with increased operational and supply chain efficiency through joint supply strategies and improvement projects.
  • Develop, maintain and report robust internal KPIs and use as a tool to performance manage and identify areas of improvement

People

  • Management of the Domestic team including recruitment, target setting, motivation, appraisals and objective setting, discipline, people development and training.
  • Develop strongly collaborative relationships with customer supply chain contacts, commercial managers and internal team members.

Organisational

  • Oversee the customer service and logistics function of the Domestic team. Manage activities throughout the order fulfilment and transportation cycle to make sure deadlines are met.
  • Ensure distribution of tasks within the department results in the most efficient and effective utilisation of resources and skills.
  • Lead action driven team meetings with clear inputs and outputs.
  • Support Group Customer Service & Logistics Manager in development of cost to serve analysis and reporting, to provide wider business with insight into factors within the supply chain which are driving increased cost/waste.
  • Initiate and lead collaboration meetings with customer contacts. Provide information inputs and outputs to ensure meetings deliver against agreed objectives
  • Support logistical reviews to maximise service and efficiencies such as order frequency, lead time, vehicle utilisation and delivery times.
  • Initiate and lead end-to-end supply chain reviews to identify potential cost savings, service and quality improvements. Facilitate execution of projects by translating outputs to the internal operations team

Financial

  • Ensure that all costs incurred in relation to customers’ accounts are collated/approved and recharged to the customer in a timely manner.
  • Ensure the costs of all activities driven by the team are understood and minimised.

Communications & Reporting

  • Guarantee the highest possible standard of communication with customers through all media.
  • Provide input into Customer Service reports on weekly/monthly/quarterly and annual basis.
  • Support Group Customer Service & Logistics Manager with ad hoc reporting and analysis.
  • Be the supply chain representative in customer meetings and be able to present data effectively and persuasively to internal and external stakeholders at all levels

General & Attributes

  • To lead department / company process improvements and have a continuous improvement ethos.
  • Experienced people manager with the ability to motivate and lead team to success
  • Strong interpersonal/customer service and logistic skills.
  • Strong communication and negotiation skills. This is a customer facing role therefore experience dealing with internal and external stakeholders is required, as is the ability to deliver challenging news and push back if necessary
  • Able to work calmly under pressure, multi-task and problem solve in a timely manner.
  • Excellent decision making and organisational skills with the ability to prioritise.
  • Ability to analyse data and understand connections and trends and use to actively drive process improvement
  • Excellent degree of numeracy and ability to work with and present data is essential.

KEY WORK RELATIONSHIPS:

(internal & external)

External Customers

Demand and production planning team

Hauliers/Shipping agents

Finance team

3pl provider

Operations team

Commercial Managers

NPI team

Key Accountabilities

Supervise the Domestic Customer Account team to ensure efficient and accurate sales order management and support excellent service levels.

Contribute to the strategic vision for scaling customer service to meet the needs of the business.

Recognise and deliver opportunities for continuous improvement within the internal supply chain.

To promote customer service excellence and supply chain efficiency through collaborative engagement with key customers.

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