Customer Service Manager
Customer Service Manager

Customer Service Manager

Warrington +1 Full-Time 28800 - 43200 £ / year (est.) No home office possible
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At a Glance

  • Tasks: Lead the Customer Services Team and ensure a world-class customer experience.
  • Company: Join Sinclair, a global leader in medical aesthetics with products sold in 55 countries.
  • Benefits: Enjoy a flexible, entrepreneurial culture with opportunities for personal development and cross-functional projects.
  • Why this job: Be part of a dynamic team driving innovation and customer satisfaction in a growing company.
  • Qualifications: GCSE English & Maths required; SAP experience and strong communication skills preferred.
  • Other info: Exciting opportunity to shape customer service processes and drive improvements.

The predicted salary is between 28800 - 43200 £ per year.

We are currently recruiting for a customer service manager at our Chester office. The customer service manager will provide support to International Sales Teams and Distribution Partners as part of the end-to-end forecast to order process. Ensuring visibility throughout the business of mid to long-range demand forecasts, short term estimated sales and actual sales out as well as maintaining a view of Distribution partner stock cover in order to drive sales and improve order lead times.

This role will also manage the Customer Services Team, including defining the responsibilities and supervising the actions of the customer services team to ensure that the team successfully delivers a world-class customer experience. The customer service manager will act as the key point of escalation contact for customers and directs queries to other departments when needed.

The ideal candidate will have GCSE English & Maths (or equivalent), SAP experience, and demonstrable administration skills.

Key Responsibilities:

  • On boarding of new customers
  • Initial and ongoing training for partners on Sinclair processes & timelines
  • Weekly/Monthly/Quarterly calls or face-to-face meetings with Customers/Regional Sales Teams, as agreed, to review ongoing business performance including but not limited to; KPI reports, stock holding, orders on hand vs estimates, potential problems, etc.
  • Be the single point of contact for day to day account enquiries for key customers
  • Be a point of escalation for queries from the Finance/Legal/Reg/Vigilance teams
  • For customer enquiries liaise internally and then reply with the answer, or direct to the relevant department where necessary
  • Check customer data is up to date to ensure smooth processing of orders
  • Using information from customer service team update expected orders/estimate files, sending information to Regional Sales Teams for confirmation before entering into the systems
  • Standardise reporting to provide KPI slides by customer when needed by Regional Teams
  • Highlight to relevant teams any risks or opportunities
  • Develop Customer satisfaction KPIs to be circulated internally in order to monitor and improve performance
  • Drive process improvements to streamline tasks and improve reporting – internally and with involvement of Customers/Distribution Partners
  • Manage Customer Service team to ensure timely information is passed to other relevant teams
  • Organise fortnightly cross functional team meetings to share information
  • Join monthly regional sales team calls

Your Skills & Experience – Do You Have What it Takes?

Essential:

  • GCSE English & Maths (or equivalent)
  • English – fluent or native
  • Microsoft office, incl intermediate excel
  • SAP experience
  • Effective communication
  • Demonstrable administration skills

Desirable:

  • Previous experience in Purchasing or Supply role for FMCG
  • Intermediate to Advance excel
  • CIPS

A bit about you – do you fit this description?

  • Time Management & Priority Setting
  • Problem Solving
  • Proactive and Action Orientated
  • Written and Verbal communication

What We Offer:

We have a real focus on developing our people, and by fostering an entrepreneurial culture, we encourage flexibility, accountability and autonomy. The company is full of opportunity for those who wish to grasp it. Our people thrive on engagement, development and a varied workload. You will often be included in projects that require you to collaborate cross-functionally.

This is an exciting opportunity to join a successful company, with big ambitions for the future. If this sounds like you and you meet the requirements, please apply, we would love to hear from you.

Please note if we receive a high volume of applications, we may close the role before the closing date noted. By making this application you give consent for personal information to be used in automated decision making processes relating to key job requirements which are stated in this ad. Sinclair does not accept speculative or unsolicited CVs from Recruitment Agencies. Any unsolicited CVs received will be treated as property of Sinclair and Terms & Conditions associated with the use of such CVs will be considered null and void.

Locations

Warrington Cheshire

Customer Service Manager employer: Sinclair

Sinclair is an exceptional employer located in Chester, UK, offering a dynamic work environment that prioritises employee development and innovation. With a strong focus on fostering an entrepreneurial culture, employees are encouraged to take ownership of their roles while collaborating across functions to drive customer satisfaction and business success. Joining Sinclair means being part of a forward-thinking team dedicated to aesthetic excellence and continuous improvement, making it an ideal place for those seeking meaningful and rewarding employment.
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Contact Detail:

Sinclair Recruiting Team

StudySmarter Expert Advice 🤫

We think this is how you could land Customer Service Manager

✨Tip Number 1

Familiarise yourself with Sinclair's product range and their market presence. Understanding the company's offerings and how they fit into the global medical aesthetics landscape will help you engage more effectively during interviews.

✨Tip Number 2

Brush up on your SAP skills, as this is a key requirement for the role. Consider taking an online course or tutorial to ensure you're comfortable navigating the system, which will demonstrate your commitment to the position.

✨Tip Number 3

Prepare examples of how you've successfully managed customer service teams in the past. Highlight specific situations where you improved customer satisfaction or streamlined processes, as these experiences will resonate well with the hiring team.

✨Tip Number 4

Network with current or former employees of Sinclair, if possible. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach during the application process.

We think you need these skills to ace Customer Service Manager

Customer Relationship Management
Team Leadership
Effective Communication
Problem-Solving Skills
Time Management
Proactive Approach
Data Analysis
Microsoft Office Suite (including Intermediate Excel)
SAP Experience
Administration Skills
Cross-Functional Collaboration
KPI Development and Monitoring
Process Improvement
Attention to Detail
Stakeholder Management

Some tips for your application 🫡

Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the Customer Service Manager role. Emphasise your administration skills, SAP experience, and any previous roles in customer service or supply chain management.

Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of Sinclair's mission and values. Explain how your background and skills make you a great fit for the role and how you can contribute to improving customer satisfaction and driving sales.

Highlight Key Achievements: In your application, include specific examples of how you've successfully managed teams or improved processes in previous roles. Use metrics where possible to demonstrate your impact on customer satisfaction and operational efficiency.

Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for a Customer Service Manager.

How to prepare for a job interview at Sinclair

✨Understand the Role

Make sure you thoroughly understand the responsibilities of a Customer Service Manager. Familiarise yourself with the end-to-end forecast to order process and how it impacts sales and customer satisfaction.

✨Showcase Your Communication Skills

As this role requires effective communication, be prepared to demonstrate your verbal and written communication skills. Share examples of how you've successfully managed customer queries or escalations in the past.

✨Highlight Your Experience with SAP

Since SAP experience is essential for this position, be ready to discuss your familiarity with the software. Provide specific examples of how you've used SAP in previous roles to improve processes or reporting.

✨Prepare for Team Management Questions

Expect questions about managing a team and driving performance. Think of examples where you've led a team to achieve goals, improved customer satisfaction, or streamlined processes.

Customer Service Manager
Sinclair
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