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- Tasks: Lead a customer-centric team and manage the Customer Service department for EMEA.
- Company: Alliance Pharmaceuticals is dedicated to putting customers first in all strategies.
- Benefits: Enjoy opportunities for professional development and a collaborative work environment.
- Why this job: Join a dynamic team focused on innovation and customer satisfaction in a growing industry.
- Qualifications: GCSE grade 5-9 in English and Mathematics; customer service experience required.
- Other info: Opportunity to develop your skills and lead a passionate team.
The predicted salary is between 43200 - 72000 £ per year.
To lead and develop a customer-centric team, to align to the Alliance strategy of having the customer first mindset. To ensure the team are fit for purpose.
Accountabilities:
- Manage and run the Customer Service department servicing the EMEA customer business and contribute to meeting company-wide Supply Chain performance and strategy objectives.
- Help the business explore and develop its E-Commerce customer support knowledge, in line with Alliance’s strategy.
- Develop digital as well as traditional customer service methods, research and be aware of developments in new technology and methods to optimize systems within the team – for example CRM.
- Be the voice of the customer to internal stakeholders within Alliance. Ensuring that customer’s needs are a priority in internal stakeholder meetings.
- Manage escalations from within the Customer Services team to ensure the best outcomes for our customers
- Manage all department activities, including order management, import license tracking/maintenance, WDA process and checks, and aged debt collection
- Drive efficiency both internally and externally with a continuous improvement mindset.
- Support the Inventory Team with warehouse related stock reconciliation activities related to customer service activities. This may include root cause and CAPA.
- Understand the reasons for returns and review trends to highlight areas of improvement
- Manage related Standard Operating Procedures and Work Instructions to ensure they are fit for purpose and accurate.
- Represent Customer Services on other Company projects as required
- Support the business in all necessary administrative duties
- Support with any audits as necessary.
- Develop the customer services team to their full potential. Ensuring the team have development plans in place.
- Due diligence and integration support for new acquisitions
- KPI Management and setting for Customer Service activities including root cause and CAPA
- Ensure headcount resource meets the needs of the business’s long-range plans.
Functional Experience
Must Have:
- Minimum GCSE grade 5-9 or equivalent in English and Mathematics
- A self-starter, who is detailed and accurate, a good problem solver with an empathetic nature, who is able to work well within a team.
- Understands when to escalate issues
- An ability to resolve customer queries from beginning to end
Nice to Have:
- An understanding of how to deal with different cultures and being adaptable to changing ways of working as needed
- Able to work alongside colleagues across the whole business to find the best customer outcomes
Career Experience
Must Have:
- Existing customer services experience or other customer facing role appropriate to this position, demonstrating an ability to communicate across teams and to senior management
Nice to Have:
- Experience of managing a team and of developing and training individuals and supporting through coaching when needed.
Alliance Pharmaceuticals Limited | Customer Services Manager employer: Alliance Pharmaceuticals Limited
Contact Detail:
Alliance Pharmaceuticals Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Alliance Pharmaceuticals Limited | Customer Services Manager
✨Tip Number 1
Familiarize yourself with the latest trends in customer service, especially in e-commerce. Understanding how digital tools and CRM systems can enhance customer interactions will show that you align with Alliance's strategy of prioritizing the customer.
✨Tip Number 2
Highlight your experience in managing customer service teams and your ability to develop team members. Be prepared to discuss specific examples of how you've supported your team through coaching and development plans.
✨Tip Number 3
Demonstrate your problem-solving skills by preparing examples of how you've resolved customer queries from start to finish. This will showcase your empathetic nature and your capability to handle escalations effectively.
✨Tip Number 4
Research Alliance Pharmaceuticals Limited and their customer-centric approach. Being able to articulate how you can contribute to their goals and improve customer service processes will set you apart from other candidates.
We think you need these skills to ace Alliance Pharmaceuticals Limited | Customer Services Manager
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Customer Services Manager position at Alliance Pharmaceuticals. Tailor your application to highlight how your experience aligns with their customer-centric approach.
Highlight Relevant Experience: In your CV and cover letter, emphasize your existing customer service experience and any roles where you've demonstrated problem-solving skills and team collaboration. Mention specific examples that showcase your ability to manage customer queries effectively.
Showcase Leadership Skills: If you have experience managing a team, be sure to detail this in your application. Discuss how you've developed team members and contributed to a positive team environment, as this is crucial for the role.
Demonstrate Continuous Improvement Mindset: Mention any initiatives you've led or participated in that focused on improving customer service processes or systems. This could include your familiarity with CRM tools or any digital methods you've implemented to enhance customer support.
How to prepare for a job interview at Alliance Pharmaceuticals Limited
✨Show Your Customer-Centric Mindset
Make sure to highlight your understanding of a customer-first approach. Share specific examples from your past experiences where you prioritized customer needs and how it positively impacted the business.
✨Demonstrate Leadership Skills
Since the role involves leading a team, be prepared to discuss your leadership style. Talk about how you've developed team members in the past and any strategies you've used to foster a collaborative environment.
✨Familiarize Yourself with E-Commerce Trends
Research current trends in E-Commerce customer support. Be ready to discuss how you can contribute to developing digital customer service methods and optimizing systems like CRM within the team.
✨Prepare for Problem-Solving Scenarios
Expect to be asked about how you handle escalations and resolve customer queries. Prepare examples that showcase your problem-solving skills and your ability to work under pressure while maintaining empathy.
