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- Tasks: Lead a team to deliver top-notch customer service and improve logistics.
- Company: Join Ecotone, a pioneer in organic brands like Clipper Teas and Kallo.
- Benefits: Enjoy a competitive salary, private healthcare, bonuses, and more perks.
- Why this job: Be part of a mission-driven company focused on sustainability and customer satisfaction.
- Qualifications: 5+ years in customer service with leadership experience; FMCG background preferred.
- Other info: Help shape the future of ethical consumerism with a globally recognised brand.
The predicted salary is between 36000 - 60000 £ per year.
Are you passionate about Customer Services? Would you like to join a successful business which has a portfolio of fabulous organic and natural brands - Clipper Teas, Kallo and Mrs Crimble’s, with a purpose to be a force for good, protecting and nurturing our biodiversity? Ecotone is looking to recruit a Customer Services Manager who will lead a small team focused on making the customer experience the best in class.
As our Customer Services Manager you will be responsible for:
- Leading the customer services strategy and activities; motivating a high-performing team to deliver a consistent customer service level of +98.
- Supporting customer service and logistics teams to deliver ‘on target’ service metrics and find ways to continually improve.
- Liaising with key functions including commercial, finance, and supply chain planning to ensure customer service and activities are integrated with other parts of the business and aligned with the overall objectives.
- Monitoring performance of all service and logistics activities: maintaining a range of KPIs and measurement against these to ensure the highest level of performance and minimising service or cost risk.
- Reviewing service and logistics policies, procedures and activities to maximise the efficiency, reliability, timeliness and cost effectiveness of the end-to-end supply chain.
- Building reports that raise awareness of service level gaps and conducting service reviews.
- Maintaining compliance with all regulatory requirements and ethical standards.
- Identifying risks, opportunities, constraints with plans and identifying/initiating solutions.
- Evolving service and incident management processes and procedures and acting as an advocate to ensure they have traction and are followed.
- Defining & embedding joint Supply Chain plans with key accounts.
- Supporting the Supply Chain Director in long term strategic projects in Customer Service and Logistics.
We’re looking for someone who has:
- A minimum of 5+ years’ customer services experience with at least one as a leader of a team who has an outstanding track record of success.
- Proven experience of building strong retailer and supplier relationships and networks.
- Man-management and team-building experience.
- Good project management skills with great attention to detail.
We were the first ever Fairtrade Tea company (we helped write the Fairtrade standards 30 years ago) and we are still the biggest fairtrade tea brand globally. You’ll get a solid rewards package – salary, private healthcare, a target-based bonus, pension - and a bunch of other benefits.
Contact Detail:
Ecotone Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager (Office) (Permanent)
✨Tip Number 1
Familiarise yourself with Ecotone's brands and their commitment to sustainability. Understanding their mission and values will help you align your responses during interviews, showcasing your passion for customer service in a way that resonates with their ethos.
✨Tip Number 2
Network with current or former employees of Ecotone on platforms like LinkedIn. Engaging in conversations about their experiences can provide valuable insights into the company culture and expectations, which you can leverage in your discussions.
✨Tip Number 3
Prepare specific examples from your past experience that demonstrate your leadership skills and ability to improve customer service metrics. Be ready to discuss how you've successfully managed teams and implemented strategies that led to measurable improvements.
✨Tip Number 4
Stay updated on industry trends in customer service and logistics, particularly within the FMCG sector. Being knowledgeable about current challenges and innovations will allow you to speak confidently about how you can contribute to Ecotone's goals.
We think you need these skills to ace Customer Service Manager (Office) (Permanent)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your customer service experience, especially any leadership roles. Emphasise your achievements in improving customer satisfaction and team performance, as these are key for the Customer Service Manager position.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and how it aligns with Ecotone's mission of being a force for good. Mention specific examples of how you've successfully led teams and improved service metrics in previous roles.
Highlight Relevant Skills: Focus on skills that are crucial for this role, such as project management, team building, and relationship management. Use concrete examples to demonstrate how you've applied these skills in past positions.
Showcase Your Knowledge of the Company: Research Ecotone and its brands like Clipper Teas and Kallo. Mention your understanding of their commitment to sustainability and how you can contribute to their goals in your application.
How to prepare for a job interview at Ecotone
✨Show Your Passion for Customer Service
Make sure to express your enthusiasm for customer service during the interview. Talk about what drives you to provide excellent service and how you can contribute to making the customer experience at Ecotone the best in class.
✨Demonstrate Leadership Experience
Since the role requires leading a team, be prepared to discuss your previous leadership experiences. Share specific examples of how you've motivated teams, managed performance, and achieved high service levels in past roles.
✨Highlight Your Project Management Skills
The job involves managing various projects and improving processes. Be ready to talk about your project management skills, including any tools or methodologies you use, and provide examples of successful projects you've led.
✨Prepare for Questions on KPI Management
Understanding and monitoring KPIs is crucial for this role. Prepare to discuss how you've previously tracked performance metrics, identified gaps, and implemented solutions to improve service delivery.
