Customer Service Manager

Kidde Global Solutions – Commercial Customer Service Manager UK Based : United Kingdom     Job Description:   Summary   KGS are looking for an experienced and highly motivated Customer Service Manager to support our growing Commercial Fire Detection business in the UK increase our market share as well as supporting our existing Sales Teams. The role includes ensuring on time delivery of all orders across the business unit. Managing all aspects of customer interactions to ensure they are delighted with our product and services.   Role   Overseeing the customer services teams Training and managing Customer Service Representatives Supporting on-boarding and training new employees in customer service processes Setting customer satisfaction targets and working with the team to meet targets consistently Interacting with customers daily by answering their questions and directing them to the appropriate service for their needs Creating customer loyalty programs to increase revenue and improve client retention Establishing customer service policies and procedures Ensuring minimal stock levels are maintained by SKU Attending regular commercial meetings to react and engage with sales teams and advise supply chain amendments or issues. Processing Customers PO’s AD-Hoc Business Unit requirements, Working with AP, Credit Control Teams Working with 3 x Operations Team based in Morocco for EMEA Backlog and CC Teams Working with UK Country Manager on MK Building maintenance Fuel Cards Company Cars Raising Intercompany Pos for Stock Replenishment Managing Yearly Stock Count To be available to work through the Christmas/New Year for Year End finish Supporting UK Country Management in accurate forecasting business unit revenue expectations   The following is an outline of the work required and the personal attributes we are looking for in this person.  The individual will be preferably located in Southern UK.  Regula office attendance in Milton Keynes office is expected.   The Fire Detection business is part of Kidde Global Solutions and the CSM will report to the Regional Country Manager for that business in the UK.    Expected performance will be outlined through this recruitment process.   Tasks and details Report to the Regional Country Manager UK & Ireland Ensure minimum order backlog at month and quarter end Comply with Kidde Global Solutions Ethics and compliance policies. Keep spending within budgets. Support Sales Team to help meet and exceed their targets.   Person Specification Minimum of 5 years customer service leadership experience within Fire Detection business is highly desirable. Understanding local codes for fire detection systems is desirable Self motivated and work with the minimum of supervision and the ability to handle difficult and complicated situations. Enthusiastic and the ability to meet the challenges presented. Good knowledge and understanding of various software packages such as Word, Excel, PowerPoint. Good communication skills. Ability to work within a team environment. Attention to detail and the ability to organize effectively.