Are you an experienced Customer Service Manager looking for your next career move?

We are delighted to be working exclusively with Zip Pak in Whitby who are a global leader in resealable solutions for the flexible packaging industry.  Zip-Pak’s lean, modern, and continuous manufacturing environments produce zippers using high-volume plastic extrusion and they have manufacturing sites in the United States, Europe, and South America.

Would you like to work for a global business with attractive benefits who value their people and support personal development?  This could be the job for you!

We are looking for a dynamic and passionate Customer Service Manager who has experience of managing a team, coaching and development along with working to SLA’s and monitoring performance data.

What the Customer Service Manager job involves

• Training and developing the customer service team to achieve their potential and maintain a high performance.
• Maintaining and establishing customer pricing and contracts.
• Partner with the commercial team to support and implement growth strategies.
• You will manage the accounts of circa 80 customers based around the EU.
• Maintaining existing business and developing incremental business in existing accounts.
• Manages retention of customer accounts by proactively reaching out to customers with declining sales to discuss accounts, company performance and orders.
• Builds customer relationships and share knowledge of products and the market.
• Maintains central files and records.
• Manages the customer complaints management process and ensures liaison with other stakeholders.
• Establishing customer service metrics, monitoring, and analysing results and implementing changes.
• Developing, reviewing, maintaining, and enforcing policies and procedures.

Determining customer service requirements by benchmarking best practices by analysing information and applications and implementing change

• Identifies and builds relationships with key decision-makers through friendly, engaging communication.
• Works with the customer service team to provide forecast data to sales management.
• Identifies areas to improve customer efficiencies through product simplification.

Skills required

• Previous experience within a Customer Service based position.
• People management / leadership experience.
• An awareness of international logistics / shipping would be beneficial.
• A good level or MS Office, especially Excel with Pivot Tables and V Lookups.
• Previous experience from within a manufacturing, engineering, distribution or similar industry.

Other information

• This is a full time position working from the Whitby site over 37.5 hours a week
• They have an attractive enhanced pension scheme.
• 20 days holiday plus bank holidays, increasing to 25 days after twelve months service.
• A health and wellbeing scheme with access to counselling, money back on dental, medical etc
• Death in service policy at six times your salary.

This vacancy is being advertised through KD Recruitment Limited who are operating as an Employment Agency.

Due to the volume of applications we receive if you have not heard from us within 2 weeks, please assume you have not been short listed for this particular role. 

KD Recruitment Limited is committed to a policy of equal opportunities in relation to job applications and we are also committed to protecting your personal data. If you would like to read our privacy policy, please go to our website (url removed) where you will find all the information you need to know about how we will use and process your personal data. 

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