Customer Service Manager

We currently have a vacancy for a Customer Service Manager operating within a number of industries including pharmaceutical and healthcare, hi-tech, cosmetics and defence.  Working as part of an experienced team, playing a pivotal role within the department. Reporting to the Business Performance Director this is a unique and exciting role that allows you to be an influential part of the business.

Your key responsibilities (including but not limited to):

 Reporting to the business performance director, you will manage the customer service teams in a way that ensures a sustained high level of motivation and customer service with a ‘can do’ attitude.

  • To be the natural point of escalation for all customer service matters whilst maintaining a good working knowledge of the day to day running of each of the accounts, escalating to the Business performance director as required.
  • To develop and agree departmental objectives which will be of benefit to CPG, the team and the individuals including annual appraisals with all staff and training objectives.
  • To take responsibility for continuing to grow the strong relationships between the various departments within the business (warehouse, quality, finance, IT, HR).
  • Attending customer review meetings, ensuring information is captured effectively and shared throughout the organisation as necessary.
  • Manage and lead presentations at customer review meetings in person and online.
  • Be part of the audit team supporting the quality department ensuring we are always audit ready.
  • Be part of the ethical and sustainability team working on continual improvements.
  • Overseeing the customer quotes process from end to end.
  • To manage invoicing to ensure it is completed correctly within the agreed time frames and in full.
  • To support the sales and marketing team from a customer service perspective and being part of the tender team including the customer presentations.
  • Project managing new and existing business implementations.
  • Building and developing relationships with new and existing customers.
  • Regular courtesy calls with customers to ensure retention, growth, and profitability including documenting the relevant information captured during the calls.
  • Identify opportunities to develop existing customer relationships and maintain customer satisfaction.
  • Demonstrate and maintain awareness of policies and to update these where required to embrace our culture of continual improvement.
  • Manage any HR issues including performance issues / holiday / sick leave / maternity / disciplinaries and dismissals with the support of the HR department.

Your core skills: 

  • A high level of customer focus, being diplomatic and tactful when communicating both verbally and in writing.
  • Have commercial awareness including costs and budgets as well as customer pricing.
  • Ability to be a credible representative of the company, have gravitas and in-depth knowledge of the market and the company.

  • Good level of meeting literacy including Microsoft teams and any virtual meeting platform.
  • Ability to communicate information clearly and concisely to individuals, adapting communication style, amount and format based upon the level of seniority and/or understanding of the audience.
  • Ability to motivate individuals within other departments as necessary to deliver objectives and requirements within agreed timescales.
  • Highly organised and able to manage a range of varying tasks across a wide client base with excellent attention to detail
  • To be a team player who is flexible with the ability for maintaining focus on achieving the required objectives and to show resilience and take personal
  • Good level of IT literacy, Microsoft Office (Power Point, Excel, Word, Outlook), SAP. Ability to learn different IT packages as required including bespoke inhouse systems.

 About you: qualifications and experience (preferred) 

  • 5 to 10 years’ experience in customer service
  • 3 to 5 years’ experience leading and managing a team of staff
  • Higher National Diploma, bachelor’s degree in business management or a general management qualification (ILM) or (CMI)

In return we offer you the following:

  • Competitive salary
  • Company sick pay
  • Holiday allowance 22 days plus bank holidays
  • Access to exclusive employee benefit allowance including discounted gym membership/dental/optical/wellbeing therapies
  • Death in service benefit
  • Pension scheme
  • Cycle to work scheme
  • Employee Assistance Programme
  • On-site parking

Salary £38,000-£40,000 DOE

Working hours are 37.5 hours per week Monday to Friday.

CPG Logistics is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.

Under the Immigration, Asylum and Nationality Act 2006, prospective employees are advised that they will be required to provide documentary evidence to support their right to work in the UK.

This position will be subject to a basic Disclosures and Barring Service Check.

If you have the right attitude and want to work in a growing and progressive Company, please send us your CV.

Application deadline: 23/05/2022

COVID-19 considerations: Covid awareness induction, thermal imaging testing, personal sanitisers and face masks provided (optional).

Call CPG: +44(0) 1329 245 600

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