Customer Service Team Manager

Escape Recruitment Services Commercial Division are supporting recruiting for our client, a successful growing SME organisation based in Kilmarnock; they have an exceptional opportunity for an experienced Customer Service Team Manager to join them on a permanent basis. This role is fully site based.

Responsibilities Include

• Day to day operation management of the Customer Service team (circa. 5)
• Ensure that excellent customer service is delivered as standard to internal and external customers
• Coach, develop and train the Customer service team
• Use data to create planning and monitoring KPI's
• Investigating and resolving Customer issues and escalations
• Work closely with internal departments across the business
• Lead the team to prioritise, achieve daily tasks and meet deadlines
• Ensure team are achieving Customer service level agreements
• Maintain stock levels and provide stock reporting as required
• Conduct regular team meetings and one to ones
• Attend and participate in Management Sales meetings
• Review internal processes and identify opportunities for improvement
• Provide forecasting and reporting to internal teams
• Provide hands-on support to team members as required

Experience Required

• Previous experience of working in a similar role which would include Team Manager, Team Leader, Customer Service Manager etc
• You will be able to demonstrate your people management experience, whilst working in a fast paced, hands-on operation role
• Experience of working within Manufacturing, Distribution &/or Supply Chain is essential
• Previous experience of working in a SME organisation that has experienced progressive grown
• Exceptional communication skills, able to lead by example by delivering high customer service standards
• Strong commercial and business acumen
• Exceptional planning and prioritising skills