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Import Customer Service Manager

Employer
Undisclosed Company
Location
Dartford, Kent
Salary
£50000 - £60000 per annum + bonus + additional benefits
Closing date
10 Nov 2021

View more

Sector
Driving and Logistics
Job Type
Permanent
Hours
Full-time

Manpower are delighted to be partnering with one of the world's largest logistics companies as they look for a new Manager to join their Import Customer Services team.

This is a crucial role that will involve overseeing a very successful Import Customer Service team, so it is imperative that this person has previous management experience from a freight/logistics environment, specifically global imports via sea.

The Manager will provide leadership and direction to the specialist Customer Services team and will develop and coordinate the day-to-day team activities to ensure first class customer service on all accounts.

Key tasks will include leading a team responsible for direct interaction with Customers, encompassing but not limited to; proactive customer service, problem solving, customer follow up, interaction with sales colleagues and equally as important, ensuring that Operational Centres have all of the necessary information (including systematic information) to be able to execute on the customers behalf.

The Manager will provide front line support for Customers and to ensure that Customers are satisfied with products, services and relationships.


Other responsibilities will include:

  • Support set up and stabilisation of new work & customer accounts
  • Assisting the Customer Services Manager in managing the team
  • Closely coordinating team resources and training, including coverage for sickness and holidays
  • Ensuring close cooperation with Branch management as well as Operational teams, ensuring an excellent customer experience
  • Maintaining discipline within the department, in line with company policies and procedures
  • Actively encouraging the training, personal and career development of the departmental team, through the annual Performance Review process and regular review of industry training and certification regulations
  • Coaching, mentor and manage the team in line with company behaviours
  • Focusing on improving customer satisfaction by delivering high quality services
  • Escalating operational issues which cannot be resolved to the Customer Service Manager
  • Working collaboratively with local Sea Logistics field sales team to ensure thorough on-boarding and retention of Customers including direct visits to Customers
  • Ensuring service excellence by leveraging a high level of logistics, forwarding and market knowledge
  • Contributing as process owner to continuous improvements around processes and controls ensuring lean and cost-efficient methods are adopted
  • Compiling monthly KPI reports as required
  • Performing & documenting regular team meetings, 1-2-1 discussions and performance reviews/personal development programs
  • Ensuring all team members have adequate tools, equipment and training to perform their tasks

Requirements:

  • Education in Transport and/or Logistics with a qualification in Logistics, either degree or CILT equivalent
  • Management experience in the Transport and/or Logistics sector, ideally with a focus on Sea Logistics
  • Leadership experience in managing a variety of teams
  • Proficient with MS Word, Excel, and PowerPoint
  • Excellent written and verbal skills

This position will be mainly based at the company's Dartford site but may also include national travel on occasion. Work hours will typically be Monday-Friday 9am-5:30pm but flexibility with hours will be required to suit the needs of the business.

If interested please apply!

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