Head of Customer Services

Recruiter
Owen Daniels Consultancy
Location
Redditch
Salary
Competitive
Posted
25 Mar 2019
Closes
22 Apr 2019
Sector
Engineering
Contract Type
Permanent
Head of Customer Services
Permanent
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