Customer Service Manager

Job title:

Customer Service Manager

Company

Tate

Job description

Tate, a world-class global data centre interiors design engineering and manufacturing business, operating within the safeguard of the Kingspan Group PLC valued at over €6B, is currently in search of a dynamic Customer Service ManagerAs the Customer Service Manager at Tate Europe, you will play a critical role in shaping the future of our organisation. Collaborating with diverse teams, you will ensure exceptional customer service and efficient order fulfilment, supporting the execution of ambitious growth plans and securing Tate’s continued leadership in the industry.About Tate:At Tate, we are passionate about everything we do. Tate has been recognised worldwide as an industry leader in developing and manufacturing data centre infrastructure solutions for over 60 years. We have expanded our manufacturing footprint across the US, Europe, Canada, and Australia. Our experienced team is growing, and we are excited about our fresh, dynamic, and inclusive team of experts working collaboratively on projects, as we continue to stay ahead of the Data Centre revolution. We continue to invest heavily in the best available manufacturing tools and equipment needed to adhere to Tate’s world-class standards.Our business remains committed to developing lower carbon, sustainable solutions, in keeping with our 10-year Planet Passionate sustainability strategy. We are excited to potentially welcome you as part of our team. Together, let’s shape the future of data centre infrastructure with innovation, excellence, and a passion for sustainable growth.At Tate, you can expect the stability and growth of a long-established multinational coupled with the speed and dynamism of a fast-paced growing company. The perfect balance!Key Purpose of the Role:The Customer Service Manager will lead the customer service team in ensuring customer excellence through efficient order processing and fulfilment using SAP. This role involves coordinating with project teams, managing customer complaints, and developing and optimising processes to guarantee timely and accurate customer deliveries. The Customer Service Manager will also coach, develop, and manage a team of sales administrators to achieve high performance and optimum customer satisfaction.Key Responsibilities:Customer Excellence:

• Drive a customer-centric culture within the team, ensuring high levels of customer satisfaction.
• Develop and implement customer service standards to enhance the overall customer experience.

Team Leadership:

• Coach, develop, and manage a team of sales administrators, fostering a culture of continuous improvement and high performance.
• Provide training and support to ensure the team meets customer needs and company standards.

Order Processing and Fulfillment:

• Oversee the timely and accurate processing of customer orders using SAP.
• Ensure that all customer deliveries are made on time and in full, coordinating with project teams to meet customer expectations.

Process Optimisation:

• Create and implement new processes to improve efficiency and effectiveness in order processing and fulfillment.
• Collaborate with cross-functional teams to continuously enhance process efficiency and customer satisfaction.

Customer Complaints Management:

• Ensure our culture of excellence in customer service is communicated to our customer throughout the customer complain process
• Implement strategies to minimise recurring issues and improve overall customer service.

Claims management

• Overseeing the end-to-end claims management process for Tate Europe and ensure optimised outcomes, collaborating interdepartmentally to ensure alignment
• Continuous improvement within underlying processes and factors for claims.

Performance Monitoring:

• Track key performance indicators (KPIs) related to order processing and fulfillment, such as order accuracy and on-time delivery.
• Take corrective actions as necessary to address performance issues and enhance service quality.

Collaboration and Communication:

• Work closely with commercial and project management teams to communicate capacity and ensure alignment with customer demands.
• Facilitate effective communication across departments to support smooth and efficient operations.

Risk Management:

• Develop and implement contingency plans to mitigate significant supply chain risks.
• Ensure supply chain integrity and maintain high levels of customer satisfaction through proactive planning and problem-solving.

Qualifications:Experience:

• Solid and stable customer service experience in a high-paced environment or large organisation (approx. 5 years)
• Solid and stable customer service team management experience (approx. 3 years)
• A proven track record of excellence in customer management and underlying process improvement to ensure customer service excellence
• Experience with SAP or similar ERP systems is strongly preferred
• Experience with Salesforce or a similar CRM would be highly regarded

Skills:

• Strong analytical and problem-solving skills, with the ability to perform root cause analysis and implement effective solutions.
• Excellent communication skills, capable of providing clear and concise direction across the business.
• Proactive and logical mindset, able to anticipate problems and implement preventive measures.
• Ability to manage multiple tasks and stakeholders, reacting quickly to changing circumstances.
• Leadership and team management skills, with a focus on coaching and development.
• Passion for coaching and people development

Education:

• Bachelor’s degree in business is preferred.

Benefits:Working with a thriving and growing orginisation that offers clear progression opportunities can be incredibly rewarding. Here are some candidate benefits that highlight the advantages of such an environment:

• Career Scope and Advancement: As we continue to grow (Ireland, Australia, Canada, and the USA) new positions and opportunities are available, offering some accelerated careers (locally and globally) for the right person.
• Additional Scope and Career Development: As part of the Kingspan group, you will have access to incredible developmental programs and initiatives, in addition to having access to our internal job boards and opportunities – locally and Globally.
• Skills Development: With the fast-paced nature of our business and a high degree of collaboration, your new role is diverse and multifaceted – making you a more versatile employee with a broadened skill set.
• Mentorship and development: At Tate we don’t believe in hierarchy, we work together as one team for one common goal. You will have access and exposure to our senior leaders and experts for learning in your role and mentorship for the future.
• Culture: We have a great team culture that is highly collaborative, supportive and social. Together we innovate, collaborate and work together to provide excellence.
• Corporate Social Responsibility: Through Planet Passionate, we’re playing our part by driving energy and carbon out of our business operations and supply chain, as well as increasing our recycling of rainwater and waste, while also accelerating our participation in the circular economy.

Stay connected with us on for insights into life at Tate.Tate is an equal-opportunity employer. We encourage applications from candidates of all backgrounds and experiences.Join us in our mission to make a difference through exceptional solutions.

Expected salary

Location

Dublin

Job date

Thu, 11 Jul 2024 22:48:16 GMT

To help us track our recruitment effort, please indicate in your email/cover letter where (jobsnear.net) you saw this job posting.