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Customer Service Manager - Sales & Commercial Department

West Yorkshire

Job id:
Job type:
Salary level:£33,000 - £35,000  per year
Job sector:
Manufacturing, Industry, Warehouse
Job id:
Job type:
Salary level:£33,000 - £35,000  per year

Prosper Recruitment are exclusively representing a highly innovative and well-established family owned Manufacturing business who have an excellent UK presence in their market and have also expanded across Europe and the Middle East. Current turnover is c£18m and total employees c62 including office and sales staff. As a result of their impressive and continued growth, they are now recruiting for a Customer Service Manager on a permanent basis to be based in West Yorkshire.

The Customer Service Manager will be responsible for nurturing profitable business relationships with current and new customers, in the home trade and export markets. The Customer Service Manager will co-ordinate activities with external Key Account Managers, Production & Finance departments to provide the best possible customer service and team approach. The Customer Service Manager will ensure the processing of customers enquiries, quotations and order entry are handled to the highest standards and carry out all duties associated with credit control.

Primarily an office based Sales and commercial post but customer visits may be required from time to time.
Develop close working relationships with customers.
Carry out all internal sales/commercial tasks and to manage a small team of administrators doing the same.
Apply contract terms and conditions in the best interests of the company.
Liaise with external sales managers in handling customer accounts.
Prepare & present reports at monthly Management meetings.
Actively manage credit control; liaise with credit insurers & brokers; request credit insurance cover for new accounts & monitor existing limits
Prepare price listed and non-price listed customer quotations. Liaise with external sales to ensure they are logged & followed up in a timely manner.
Ensure all sales, commercial and contractual policies are adhered to.
Ensure all orders are processed promptly and accurately onto company systems.
Maintain excellent interdepartmental working relations – Commercial, Production, Planning, Quality, Technical, Warehousing, Accounts etc.
Help prioritise production based on customer requirements.
Attend production meetings as necessary
Log, report on & respond to any customer complaints.
Develop a good working knowledge of products and production processes to ensure customers are provided with high quality information.
Strive to continuously improve the quality of customer service so the Company remains ahead of its competitors.
Assist with transport & logistics; monitor costs & provide cover for holidays

Key Performance Indicators:
Ensure the sales staff act together efficiently and consistently as a team.
To help ensure monthly sales targets are achieved.
Develop high quality working practices with customers & third party suppliers.
Produce monthly statistics and reports as required by the business.
Develop multiple skills to provide flexibility and cover within the sales and commercial department.
Ensure a high level of quotation follow up.
Manage departmental HR issues including absence and timekeeping etc.
Develop product technical knowledge to a competent level

Knowledge, Skills & Experience:
Internal sales and / or commercial management experience
Experience of managing people and dealing with potential HR related issues that may arise
Experience in a Sales & Administrative or Customer Services environment.
Practical experience of using Microsoft Office, Word, Excel etc.
Experience of MS Navision
Excellent telephone manner.
Quality system awareness & understanding.
Working knowledge of commercial terms and conditions & export documentation requirements.
Problem solving techniques.
Ability to train, coach and develop others.

Strong management skills.
3 years’ experience of internal sales and commercial management.
Ability to fit into and develop the skills of a small sales / commercial team
Excellent organisational skills.
Attention to detail.
Timely and effective decision making.
Sound interpersonal approach.
Excellent written and verbal communication skills.
Ability to work as part of a team to ensure overall objectives are met.
Ability to achieve targets and deadlines under pressure.
Analytical and numerate.
Capable and willing to promote the continuous improvement culture of the business

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