Customer Service Manager

CK International are a leading global supplier of waste compaction equipment, with aftersales operations currently focussed on UK and Ireland. CK International operates a nationwide network of experienced field engineers who carry out baler installations, routine maintenance and repairs of all makes of balers and compactors. CK International also work through a network of international dealers/end user and the aftersales department is responsible for supporting these parties with all areas of aftersales support.

We currently have an excellent opportunity for a Customer Service Manager to join the senior management team. Reporting to the General Manager, this challenging role will be to assume responsibility for the aftersales activity of the company, and the delivery of a world-class experience for our customers. This role is key to the business and involves working with a dedicated team and leading them forward on the company’s ambitious growth path.

The Job

The Customer Service Manager will be responsible for all aspects of the department and will therefore have a significant impact and contribution to the success of the business. This is a fulltime permanent post based in Dungannon, though the role will involve some travelling.

Key expectations:

• Deliver against customer service level agreements
• Deliver budget of department
• Responsible for the Health and Safety of the department
• Engaged staff
• Team fully and continually trained to highest standards
• Grow department to support all international aftersales activities

Responsibilities:

• Lead, develop and motivate staff towards the achievement of targets and objectives
• Develop internal processes to improve efficiencies
• Oversee day to day operations of the aftersales department in line with budgets
• Management of field service engineers ensuring customer expectations are met and field team members have a full understanding of tasks
• Ensure all team members are trained to ensure a high standard of work carried out on site and adherence with appropriate industry, legal and site-specific standards
• Ensuring that customer concerns are investigated promptly and effective corrective and preventative actions are implemented
• Developing and governing department and field service engineers KPIs
• Setting and achieving customer expectations by providing full SLAs, risk assessments and method statements
• Management of stock levels in all locations
• Ensure computer software is used effectively in the department
• Development of interdepartmental processes to ensure an excellent customer experience
• Deliver 24/7/365 aftersales cover to key customers

The Person
Experience & Qualifications:

• Whilst a third level qualification is preferred, a proven track record of achievement in a customer service (or equivalent) environment is considered essential
• Commercial experience with track record of dealing directly with customers
• Experience of and a proven track record of staff management, appraisal and development of team
• A strong motivator with excellent communication skills
• Proven track record of consistently meeting financial targets

Knowledge, Skills and Abilities:

• Ability to motivate and lead a team
• Excellent communication and IT skills
• Drive and energy for results
• Practical and commercially aware
• Business acumen
• Ability to prioritise and organise
• Timely decision making
• Ability to work in an environment that is fluid with constantly changing priorities
• Highest level of integrity, honesty and trust

 

 

 

Apply via Email – please send an updated copy of your CV to Claire.mccay@ckinternational.co.uk

CK International Ltd.
38a Eglish Rd,
Dungannon, Co.Tyrone,
Northern Ireland,
BT70 1LA.

T: +44 (0) 28 8775 3966
F: +44 (0) 28 8772 5528
info@ckinternational.co.uk

Would you like to work for an innovative and fast moving company?

View all careers