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Customer Operations Manager

SF Recruitment
Closing date
17 Jun 2024

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Office / Support / Secretarial
Contract Type
Full Time
Job Function

Job Title: Customer Operations Manager
Location: Hucknall, Nottinghamshire
Job Type: Full time, permanent (Office based)
Salary: GBP35,000 - GBP40,000

SF Recruitment is seeking a dynamic and experienced Customer Operations Manager to join our prestigious client based in Hucknall, Nottinghamshire. Our client is a leading, award-winning, independent UK company known for their outstanding reputation and strong presence in domestic and international markets. As part of their strategic growth plan, they are rapidly expanding into new markets and territories across Europe and beyond. To support this expansion, they are currently seeking a dynamic and experienced Customer Operations Manager to join their team on a full-time permanent basis.

Purpose of the job
As Customer Operations Manager, you will be responsible for overseeing all aspects of order management from receipt to delivery for customer in both the UK & EU. Collaborating closely with their EU team, you will play a pivotal role in driving their growth. Key responsibilities include managing the Customer Operations team, ensuring sales support to external teams, and maintaining strong relationships with third-party logistics providers.

Key Areas of Responsibility:

  • Full line management of the Customer Operations team (currently 2 direct reports).
  • Manage customer orders for both UK and EU accurately and in a timely manner.
  • Ensuring accuracy and compliance with export processes and regulations.
  • Management of despatching and invoicing processes.
  • Setup and maintenance of new accounts incorporating pricing, product range and other details as required.
  • Maintenance of accurate records in the NAV system.
  • Proactive collaboration with third-party logistics providers to monitor performance and resolve issues.
  • Presentation of departmental metrics at management meetings.
  • Coordination with other departments to manage stock availability.
  • Provision of varied support to field-based sales teams.
  • Accurately process orders received.
  • Manage customers to agreed order and delivery methods.
  • Liaise and communicate on day-to-day stock availability to all relevant stakeholders (commercial, operations, technical, customers) as required.
  • Monitor and report on Service Levels and Sales of Obsolete Stocks. Produce reports as required by Sales Account Manager's.
  • Manage sales of 'unique' products to zero by end of each season.
  • Manage the credit process jointly with Finance according to T&Cs of the business.
  • Manage NCRs relating to customer service as necessary.

Required skills and attributes

  • Minimum of 3 years' experience as a line manager in international sales support/customer service environment.
  • Strong working knowledge and understanding of post Brexit trading into Europe from the UK.
  • Excellent management and organisational skills.
  • Excellent written and verbal communication skills.
  • Proficient IT user (including Microsoft Office applications; Word, Excel, Powerpoint, emails) and familiar with vendor portals. Knowledge of NAV business system (preferred but not essential).
  • Fast learner with the ability to build strong, credible, cross-functional working relationships.
  • Self-motivated with a positive and dynamic work style.
  • Team player with a flexible approach to work.
  • Excellent attention to detail.
  • Strong analytical, numerical and decision-making ability.

Company benefits

  • Full-time and permanent employment in a progressive company committed to growth
  • Discretionary annual bonus scheme
  • Company pension scheme
  • Membership to Westfield Health cash plan.
  • 25 days annual leave plus Bank/Public Holidays
  • Christmas shutdown
  • Free onsite parking

This is an exceptional opportunity to play a pivotal role within a leading organisation known for its commitment to excellence and customer satisfaction. If you have the relevant skills and experience and you're looking for an exciting and new opportunity, please apply today for immediate consideration.

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