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Customer Service Manager (luxury)

Monocle international are seeking to appoint an experienced Customer Services Manager to take charge of our internal sales and service team at our luxury design & manufacturing site. Our specialist manufacturing division creates bespoke packaging solutions, which are designed exclusively for customers in prestige product markets including: branding, added value and POS. Our customer’s span a number of key verticals including:, cosmetics, health & beauty, beverages and food. Reporting to the Director of Operations, you shall be responsible for an internal sales team, which is a team of 5 in total. Whilst taking a ‘hands on' approach, leading from the front in handling customer needs and processing sales effectively. Working closely with the external sales team and Sales Director on a daily basis and liaising closely across all other operations on site you will ensure that customer orders are fulfilled and service levels are maintained to the highest standards at all times.

We are, ideally seeking someone who is committed to providing customer service to the luxury brand owners and knows what their requirements are. You will possess excellent customer service and must be able to manage internal sales professionals. You will be hands on with customers and manage key accounts where required although you will have experienced account managers to handle most of this. You will be an effective manager accompanied by an understanding of the highest quality and standards of customer experience of the world most leading, luxury brands. A winning personality with a ‘can do' attitude in dealing with customers is essential to this role as is a positive approach to all-round team management.

Customer Services Manager Responsibilities

  • Managing the internal sales & service teams, setting targets & objectives, effectively managing KPI’s for your team
  • Completing Performance and Development Assessments, providing opportunities for development and coaching
  • Overseeing all sales administration processing to ensure completed in a timely and efficient manner, utilising the relevant systems (including CRM)
  • Ensuring that the internal sales team Utilise CRM to follow up all sales leads, enquiries and quotations.
  • Take the lead in production meetings using planning software, ensuring production is correctly planned and on target.
  • To set and encourage and maintain a ‘can do’ attitude with a strong team ethic.
  • Ensure clear communication takes place both within the department and with all other departments.
  • Act as a point of escalation for the Customer service team, internally and externally for suppliers and customers.
  • Work in partnership with Sales Executives, attending customer visits where appropriate.
  • Set & achieve continual improvement activities monthly.
  • Take an active lead in developing existing accounts, seeking and taking opportunities to up sell across the product portfolio whilst encouraging the team to do the same
  • Complete relevant reports to required timescales, in order to monitor sales input, invoicing and margin. Identifying and taking action as appropriate.
  • Direct handling of customer queries, orders etc. maintaining excellent levels of customer service at all times.
  • Work in partnership with Sales Executives, attending customer visits where appropriate.
  • Work within the Company's ISO9001 and ISO14001 policies.

Key skills required:

  • Experience of ERP System,
  • Strong computer literacy
  • Excellent Customer Service or Client Management experience
  • Excellent people management Skills.
  • Good communication skills with a professional manner
  • Positive, enthusiastic, pro-active & flexible
  • A good understanding of numeric data
  • Tenacious and analytic with good attention to detail
  • Excellent problem-solving and project management skills
  • Excellent multi-tasker with the highest of standards

The Package

In return we offer a rewarding package including a basic salary which is negotiable (on experience) + Holidays, pension and further training and development on request.

£33-40K (depending on experince) + Holiday’s + pension.

Customer Service Manager (luxury)

Monocle International
Leeds, UK

Published on 11 Apr 2019