Customer Service Delivery Manager

Bertelsmann is a media, services and education company that operates in about 50 countries around the world. It includes the broadcaster RTL Group, the trade book publisher Penguin Random House, the magazine publisher Gruner + Jahr, the music company BMG, the service provider Arvato, the Bertelsmann Printing Group, the Bertelsmann Education Group, and Bertelsmann Investments, an international network of funds. The company has 117,000 employees and generated revenues of €17.1 billion in the 2015 financial year. Bertelsmann stands for creativity and entrepreneurship. This combination promotes first-class media content and innovative service solutions that inspire customers around the world Salary: £37,000.00 Location: East Midlands Gateway Hours: 40 hours per week, Monday to Friday The Customer Service Delivery Manager is a critical position within our Key Account Management structure that reports into the Key Account Manager. It encompasses a multitude of tasks involved in customer management and operations to ensure the efficient and effective execution of customers' business. The role is responsible for coordinating all activities relating to customer management tasks and ensuring proper execution in key responsibilities and deliverables. Your tasks Overseeing the daily operational performance and KPI achievement for your customer includes:  Managing inbound/outbound deliveries, returns, and the transfer of related information back to customers and resolving any related issues. Lead and/or support internal and external weekly sync meetings and drive completion of relevant actions Manage the preparation and implementation of monthly and quarterly client meetings, providing insight into all service-related matters. Work with nominated clients to develop an understanding of their needs and ensure they are met. Liaise with other Arvato departments to progress any ad hoc operational and transport requirements. Point of contact for internal and external escalations where you will recognise, investigate, resolve, and communicate queries in line with the customer SLA’s. Manage operational and transport performance for launch events or continuous improvement projects. Analyse data for KPI reports and provide written investigation results and corrective action plans Manage the analysis of scheduled cycle count data and associated follow-up actions in line with customer requirements and agreed process Manage client-relevant performance reports including open orders, returns, and backlogs, and provide non-compliance feedback to the customer. Analyse and report on any transport-related queries that have resulted in a cost to the business.   Your profile: Someone who has a customer-centric mindset and thrives on problem-solving, as well as:  The ability to build relationships  Excellent verbal and written communication skills  The ability to prioritise a busy workload and can work to tight timeframes Good PC skills, including, Microsoft packages and has worked with SAP WMS and Power BI We offer:  25 days annual leave plus 8 bank holidays with the option to purchase up to an additional 5 days  Pension contribution A life assurance policy that pays out 4 x Salary  Employee Assistance Programme that provides you with confidential support, information, and advice to help you Employee Discount Scheme through Benefit Hub Free Parking Profile