Salary:   £35-40k plus company benefits
Location: Harlow– 100% onsite
Duration:  perm / full time
Hours and days of work – Monday to Thursday 8am to 5pm (30 minutes lunch break) & Friday 8am to 2pm       
  
Responsibilities:

• To monitor and maintain customer care standards across the customer base and ensure that they are consistently applied.
• To pro-actively manage the customer service function and team, ensuring the customer is given clear communication, receives on-time deliveries and a high level of day-to-day service.
• To investigate and suggest improvements in procedures in order to maximize customer care given by the department and internal efficiency.
• To ensure that major customers receive the highest quality service possible.
• To manage receipt and order fulfilment process for customer orders, ensuring customer requirements are communicated and met throughout the business including, customer complaints and corrective actions.
• To monitor individual performance within the department and raise standards where required by appropriate training/counselling.
• To ensure effective communication to appropriate members of the Sales Team/Commercial Department concerning market information, price lists and competition.
• To report effectively to their Line Manager and Sales Administration on matters concerning the above as appropriate.

  
Person Specification:
  

• Proven experience in managing and developing a customer service team to achieve high-performance standards.
• Demonstrable ability to work effectively in a fast-paced, customer-focused environment.
• Excellent interpersonal and communication skills, with the ability to build and maintain strong relationships with customers, colleagues, and key stakeholders.
• Strong leadership skills, with experience motivating, coaching, and supporting team members to achieve their full potential.
• Results-driven and committed to delivering outstanding customer service and continuous improvement.
• Self-motivated, proactive, and able to work independently while managing multiple priorities.
• Strong problem-solving and decision-making skills, with the ability to remain calm under pressure.
• Excellent organisational skills and attention to detail.
• Confident collaborating across departments to ensure a seamless customer experience.
• Competent in using customer service systems and Microsoft Office applications.

  
Experience/ Qualifications: 
  

• Strong IT skills, specifically in excel.
• Understanding of ERP systems preferable.
• Understanding of manufacturing company preferable.