Customer Service Manager

Role Responsibilities

• Promote the health, safety and welfare of our people and champion a safety-first culture within our business
• Maintain an optimal infrastructure (human resources, skills and tools) to deliver agreed customer service levels, financial targets as well as defined operational After Sales KPI’s working as an integral part of the service operation
• Ensure adherence to defined After Sales processes and procedures
• Ensure optimal team motivation and wellbeing of the team
• Continuously seek for and help to implement best practice processes to achieve maximum customer satisfaction, efficiency, and profitability
• Within our matrix organisation, work collaboratively with the central teams to deliver the overall objectives of the Customer Service organisation.
• Actively contribute in a positive manner to promoting and accepting change to ensure Jungheinrich UK Customer Service remains at the forefront of the intralogistics industry.
• Effectively communicate with all customers (internal & external) and suppliers via various communication channels tailoring a complete end-to-end aftermarket solution to meet their individual requirements.
• Any other associated tasks required within the customer service operation.

• Experience of work planning / scheduling
• Experience in a call centre environment is a plus
• Good organizational and multi-tasking skills
• Proven Management & leadership skills
• The ability to manage and coach people at all levels and remotely
• Organised, excellent timekeeper
• Ability to work under pressure, putting the customer at the heart of what we do
• A self-starter to manage their operational requirements
• Proficient in the use of Microsoft 365
• SAP experience

• Analysis
• Business Acumen
• Customer Orientation
• Accountability
• Initiative
• Adaptability
• Attention to Detail
• Flexibility
• Influencing
• Integrity
• Resilience and Tenacity
• Creative problem solving