Head of Customer Services

Owen Daniels Consultancy
25 Mar 2019
22 Apr 2019
Contract Type
Head of Customer Services
Mon-Thu - 7:30am-4:30pm & Fri - 7:30am-12:30pm
33 days Annual Leave (inc bank holidays), Pension, Free Parking, Discounted Gym Membership & more!
Our client are an Aerospace company who design and manufacture precision forged and machined components, and they are looking for a Head of Customer Services to join their successful organisation.
Key Responsibilities
* Management of the Customer Services team, driving team KPI's through customer satisfaction/Scorecards.
* To manage customer escalation, providing support to the customer service team when required.
* To host, facilitate and support on and off-site customer meetings.
* To chair weekly production meetings in partnership with the operations team to review customer orderbooks and identify potential issues to the business.
* To be the operational single point of contact for assigned customers.
* In partnership with the MRPC Planner, provide the principal interface between the Supply Chain Management team and the Operations teams.
* To ensure the maintenance of the Sales Orders in accordance with the agreed Company processes that will enable cascade of demand through the supply chain resulting in a committed plan.
* To be process compliant through the use of Company standard systems, processes and reports to resolve potential delivery risks.
* To ensure paperwork and information transfer in relation to all part movements are compliant with business and regulatory requirements.
* To create and maintain lines of balance and product recovery plans.
* To facilitate and support on and off-site customer meetings.
Key Technical / Professional Competencies
* Must have previous experience in a senior customer service role
* Team management in a fast-paced manufacturing environment
* Engineering / Manufacturing and Logistics experience
Skills and Qualifications
* Excellent communication skills - ensuring key messages are understood and that the required actions are taken
* Problem Solving - can solve problems and get things done