Customer Service Manager

• To control the order process for regular ‘Standard’ orders and projects from new and established customers involving orders of high value, often incorporating many different specifications.
• Liaise with the ‘Pre-Sales’ function to make sure that all necessary accurate information is obtained from customer enquiries so that customer quotes can be realistically prepared.
• Hold weekly order review meetings, ensuring that all actions are complete in line with the customer delivery requirements.
• Responsible for full contract review, i.e. ensuring customer details are correct, updating the appropriate systems as required including special notes, kitting information etc., making sure that the correct information is passed to the appropriate departments, material specifications are verified, checking purchase orders correspond with quotes and ensuring that any subsequent changes are fully communicated.
• Preparation of order dossiers/documentation.
• Manage stock control through SAP
• Ensure that all necessary information is given and received to and from customers on a timely basis and that they are made fully aware of delivery implications, particularly if these exceed the ‘agreement’.
• Provide a Status Report with summary sheet indicating weekly progress, any areas of concern and the plan for the coming week as required.
• Provide single point of contact for customer, dealing with all issues including coordination of concession requests and all documentation/administration associated with the project/order, whilst responding to enquiries as soon as practicable.
• Receive and accurately input/process all data relating to customer orders in line with company procedures whilst maintaining the integrity of the data.
• Monitor lead-time, project/order status and keep the customer informed as necessary.
• Liaise with the despatch department to ensure prompt and correct despatch of orders.
• Enter sales orders onto the computer system (In conjunction with the Technical Support Engineer)
• Organise domestic and overseas shipments to the various agents and arrange despatch of orders & production of the appropriate documentation, including export documentation (Bill of Lading/Bill of Credit).
• On completion of project/order, evaluate customer satisfaction and carry out de-brief as appropriate with team.
• Monitor the status of orders from the project teams, identifying slippages and ensuring that recovery plans are in place and achieved.
• Responsible for the day-to-day supervision and training & development for the Customer Services Co-ordinator, administrative support in order to increase their expertise/knowledge of order processing functions.
• Liaise with other internal departments as required to resolve customer order related issues and maintain departmental plans, holding regular reviews with team members.
• Preparation of all commercial invoices.
• Maintain good housekeeping of work area.
• Identify tasks and milestones of project, prepare and maintain project plan.
• Responsible for booking of third party inspectors as required.
• Will deal with all relevant customer concessions and submit and control concession requests received from other departments.
• Produce necessary management reports that enable pro-active control of the function and enable clear understanding of progress by senior management.

• Experience dealing with customers in a customer services type role.
• Experience in an Engineering / Manufacturing environment is desirable.
• Must have excellent verbal and written communication skills with the ability to influence.
• Good business acumen.
• Must possess well-honed negotiation skills in order to achieve win/win situations for the customer and the company.
• Excellent administration and organisation skills.
• Must have a high degree of computer literacy, preferably familiar with Microsoft Office.
• Must be a Completer/Finisher, with a methodical approach to their work with an eye for detail.
• Must have the ability to understand, analyse and evaluate information.
• Able to make a decision and act upon it.
• Able to delegate effectively, empowering individuals and building trusting relationships.

Freudenberg