Customer Service Manager – Ds Smith Vacancies Caerphilly

Overview

Position Title: Customer Service Manager

Company: DS Smith

Location: Caerphilly, UK

Job Description

To be accountable for own health & safety and that of the department whilst at work, operating in line with the company Health & Safety Policy – Ref 00 and Health & Safety procedures to enable a safe working environment. To raise any unsafe acts seen immediately with individual(s) concerned and immediate reporting of health and safety incidents to management.

Responsibilities:

• Direct line management of the customer service team members including performance management, absence management and reporting. Ensure adequate cover within the team at all times to support and relieve pressure whist delivering on internal and external requirements. Undertake annual performance appraisals with learning and development needs identified and delivered upon.
• Ensure stock management process and procedures are defined, documented and followed by the customer service team to meet the individual needs of the customer. Stock levels to be managed to ensure stock turnover, ageing and obsoleting targets are achieved in line with Site expectation

Requirements:

• Ensure Team understanding of business goals and service demands through strong and effective communication, providing a forum for team working.
• Continuous Improvement
• Work with the customer service team and other colleagues within the business to improve cross-departmental relations, which in turn will increase flexibility and efficiency in our service offerings. To continually challenge and develop our process flows and methods of operating to deliver upon our customer excellence programme.
• Play an active role within the company’s middle management team by attending meetings to ensure effective and constructive customer service input into the development of the site to meet the business plan. To deliver continuous improvement projects through the Own It! programme and other activities.