Job Purpose/Summary:
To manage the Customer Services team and to provide back up and support for the Commercial Manager;
To work closely with the Customer Service team to ensure timely progression of all orders, all processes and procedures;
To work in partnership with key internal departments and all production areas to ensure customers expectations are met in full;
To develop a long term professional and pro-active relationship with an existing customer portfolio maximising sales volumes, margins and profit opportunities and supporting the sales team in pursuing new accounts.
Job Responsibilities/Key accountabilities:
1. Ensure the smooth and efficient operation of the customer services department;
2. Ensure skills and resources are effectively utilised to maximum productivity and customer satisfaction whilst ensuring the team possess correct skills mix and training is provided;
3. Implement effective management of customer stock agreements;
4. Constantly seek to improve margin and organic growth with existing business customers through a proactive sales/service relationship and a developed awareness of the customer’s needs;
5. Ensure customers operate in accordance with agreed contractual terms and negotiate contractual terms where they do not exist in order to quantify the basis of the trading relationship;
6. Use existing software and data to gather intelligent information to improve processes and gain production efficiencies and build more robust relationships with customers;
7. Co-ordinate the development and improvement of service and quality, balancing the need to maintain margin and the need to meet growing customer expectations;
8. Manage projects and developments within the business to support the relationship with the customer and ensure the correct level of customer focus is achieved;
9. Maintain a thorough knowledge of the market sector to better influence customers of the benefits of the existing relationship;
10. Develop and maintain a professional customer relationship to improve the flow of communication, understanding and increase loyalty to the business;
11. Provide accurate short, medium and long-term forecasts as necessary;
12. Work closely with the Commercial Manager and team in developing forecast/ historical models to assist in risk stocking;
13. Maintain and motivate a customer service team, which meets current and future business needs;
14. Feedback and communicate with the customer services team as necessary to enhance effective team working and ensure tasks are conducted timely and to an expected service standard on a daily basis;
15. To attend all production meetings as necessary to support production and planning requirements on site and contribute to discussion regarding progress of orders and respond to any issues in a constructive manner;
16. Liaise will all production and support departments as required to ensure the efficient and smooth progression of orders throughout the factory;
17. To take direction from and work in partnership with departmental managers and be pro-active in taking ownership of issues to resolve these to the best possible outcome for the site;
18. Provide information to Finance departments and interact and liaise with Production and other departments to improve communication and maximise production;
19. Develop a structure to support the processing of customer orders in various formats, e.g. Composite, Multi-Tool composite, H&H etc.;
20. Minimise Customer Stocks and stocks of Raw Materials;
21. Implement continuous improvement projects and efficiencies where identified;
22. Visit customers as required;
23. Present KPI’s as required.
Qualifications
1. Degree, Leaving Cert
Knowledge, skills experience
1. Leadership & Vision - Ability to inspire a team with a clear vision and purpose;
2. Coaching & Developing people - The ability to teach operational skills to others and mentor/coach accordingly;
3. Managing performance - Ability to monitor and evaluate performance and take appropriate action;
4. Communication - Ability to convey ideas and decisions to internal and external customers;
5. Determination - Ability to overcome obstacles;
6. Influence/Persuasiveness - Ability to influence and inspire others to act;
7. Organisation - The ability to judge situations accurately and make sound operational decisions to deliver results on time;
8. Continuous Improvement - The ability to continually monitor and review current working practices and make the best use of resources to improve organisational results;
9. Manufacturing background and customer relationship building desirable;
10. Proficiency in Microsoft office tools - Excel, PowerPoint, Outlook is essential.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Customer Service
Industries
Packaging and Containers Manufacturing
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