- Create, implement and deliver the Customer Service strategy for the business to help achieve wider company objectives
- Leadership of internal customer service responsible for order management, customer enquiries, updates on orders and arranging distribution
- Leadership of field based relationship / account managers responsible for understanding customer issues, understand customer requirements, managing complaints, and driving retention of B2B customers
- Drive retention through delivery of world class service to B2B Customers, ensuring Accounts are reviewed in line with contractual agreements, and SLA's are maintained
- Take ownership of escalated customer issues by being proactive and listening to customer
- Work cross functionally with teams including logistics, operations and credit control to ensure the end to end customer journey can be mapped out to deliver a positive experience for customers
- Proactively manage resource in line with customer demand taking into account peak period, customer demand and understanding customers long term requirements
- Use all available information to make data driven decisions that will support the business in achieving wider objectives
Vacancy posted a month ago
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