Customer Service Manager

Confidential
Customer Service Manager

What you’ll be doing

Excellence in service and family values are part of our DNA. You will thrive in this role if you are obsessed with customer satisfaction and that is the minimum you seek from your team. Your default will be to motivate and encourage as well as provide strategic direction in how the department achieves its goals.

To lead your team to success you will be required to:

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Ensure that customer satisfaction remains as the highest priority through data review, process improvements and training within the team;

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Understand products and the challenges that arise from quality to supply chain delays;

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Ensuring complaints are addressed quickly and consistently, a solution driven approach is always needed;

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Be comfortable in handling employee relation matters such as annual leave requests to improvement plans and disciplinary actions should they be needed;.

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Prepare for and participate in the weekly meetings with the team or Directors to go through data, customer feedback and share the successes and improvement actions of the team;

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Work with departments such as marketing and purchasing to launch new products internally and with customers;

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Work with the finance team to ensure customer accounts remain within terms and they are appraised of this information proactively;

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Be the voice of your team in the business, highlighting what is going well and what needs to change whilst planning how any suggested change can be achieved;

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Champion communication with customers, embracing new technology such as video meetings but also evolving our written dialogue to get information to our customers base quickly and politely;

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You will set the mission for your department, through KPIs and meeting targets – this mission must come from you and once agreed will be supported by the board of directors.

This role is for you if you:

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Are tech savvy, able to work with excel and comfortable using video technology to interact with customers and employees;

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Make decisions with your team’s long-term goals in mind;

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Can plan and roll out processes which include training and looping other impacted stakeholders in the business;

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Have an excellent command of written and spoken English;

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Put the customer at front of mind when making your decisions;

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Have 3-5 years experience in a management role, where the business produces the products it sells; and

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Live within 45 minutes of our HQ, Aldershot Hampshire.

On top of a competitive salary we also offer a benefits package too:

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Working in our newly refurbished and spacious offices

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Access to internal and external training, funded by the business

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Workplace pension scheme

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Cycle storage

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Referral bonus when you bring your friends to join the team

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Credit to spend each year on our products

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31 days of holiday a year (including public holidays).

Here at The Pen Warehouse and Snap Products we take stationery or general promotional products and turn them into powerful marketing tools, using the latest print technology. Our business is a hybrid of marketing and manufacturing where in 2019, through over 3500 resellers, we produced and distributed over 66 million printed products. These were all fulfilled in-house through innovative print processes, such as direct digital and spot colour printing, as well as laser engraving and dye sublimation printing.

Working with us

We are a family business, based in Aldershot Hampshire, our Directors are very hands on in every department giving you visibility and accountability which are essentials for growth. Our founders are entrepreneurs, we therefore look to build teams with employees who possess a similar skillset in taking initiative and finding a way to achieve excellence in their roles.

Our refurbished offices and factory include breakout areas for employees, a training facility for ongoing support, a studio for videography and photography, and a showroom for our customers to experience our full product range and service offering. We value creativity and innovation, these are the perfect areas to increase communication with colleagues and generate ideas