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For Companies At a Glance
- Tasks: Lead customer service teams to ensure top-notch delivery and satisfaction.
- Company: Join Bertelsmann, a global leader in media, services, and education.
- Benefits: Enjoy flexible working options and exciting corporate perks.
- Why this job: Be part of a dynamic culture that values innovation and social impact.
- Qualifications: Looking for strong communication skills and a passion for customer service.
- Other info: Opportunity to work with diverse teams across 50 countries.
The predicted salary is between 28800 - 42000 £ per year.
Arvato Birmingham, England, United Kingdom
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Arvato Birmingham, England, United Kingdom
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Location: Hams Hall
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.
Salary: £37,000.00
Location: Hams Hall
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
What 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
Seniority level
-
Seniority level
Entry level
Employment type
-
Employment type
Full-time
Job function
-
Job function
Customer Service
-
Industries
Transportation, Logistics, Supply Chain and Storage
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Customer Service Delivery Manager employer: Arvato
Contact Detail:
Arvato Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Delivery Manager
✨Tip Number 1
Familiarise yourself with Bertelsmann's diverse portfolio. Understanding their various sectors, such as media and education, will help you demonstrate your knowledge during interviews and show how your skills can contribute to their success.
✨Tip Number 2
Network with current or former employees of Bertelsmann. Engaging with them on platforms like LinkedIn can provide you with insider insights about the company culture and expectations for the Customer Service Delivery Manager role.
✨Tip Number 3
Prepare specific examples of how you've successfully managed customer service teams in the past. Highlighting your leadership skills and ability to improve service delivery will make you stand out as a candidate.
✨Tip Number 4
Stay updated on industry trends related to customer service and technology. Being knowledgeable about the latest tools and practices will show that you're proactive and ready to implement innovative solutions at Bertelsmann.
We think you need these skills to ace Customer Service Delivery Manager
Some tips for your application 🫡
Understand the Role: Take time to thoroughly read the job description for the Customer Service Delivery Manager position at Bertelsmann. Understand the key responsibilities and required skills, so you can tailor your application accordingly.
Highlight Relevant Experience: In your CV and cover letter, emphasise your previous experience in customer service management or related fields. Use specific examples that demonstrate your ability to lead teams and improve service delivery.
Craft a Compelling Cover Letter: Write a personalised cover letter that connects your skills and experiences to the values and goals of Bertelsmann. Show enthusiasm for the role and explain why you are a great fit for their team.
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.
How to prepare for a job interview at Arvato
✨Research the Company
Before your interview, take some time to learn about Bertelsmann and its various divisions. Understanding their media, services, and education sectors will help you tailor your responses and show genuine interest in the company.
✨Prepare for Behavioural Questions
As a Customer Service Delivery Manager, you'll likely face questions about past experiences. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your problem-solving skills and customer service expertise.
✨Showcase Leadership Skills
In this role, you'll need to demonstrate strong leadership abilities. Be ready to discuss how you've successfully managed teams, resolved conflicts, and improved service delivery in previous positions.
✨Ask Insightful Questions
At the end of the interview, take the opportunity to ask thoughtful questions about the company's culture, team dynamics, and future goals. This not only shows your enthusiasm but also helps you assess if the company is the right fit for you.
