At a Glance
- Tasks: Manage customer operations, ensuring smooth delivery and resolving issues efficiently.
- Company: Join Bertelsmann, a global leader in media and services with a creative culture.
- Benefits: Enjoy 25 days leave, pension contributions, life assurance, and employee discounts.
- Other info: Dynamic role with opportunities for growth in a supportive environment.
- Why this job: Be the key player in enhancing customer experiences and driving operational success.
- Qualifications: Customer-focused mindset, strong communication skills, and proficiency in Microsoft and SAP WMS.
The predicted salary is between 37000 - 37000 £ per year.
Bertelsmann is a media, services and education company that operates in about 50 countries around the world. The company has 117,000 employees and generated revenues of €17.1 billion in the 2015 financial year. Bertelsmann stands for creativity and entrepreneurship, promoting first-class media content and innovative service solutions that inspire customers around the world.
Salary: £37,000
Location: Corby
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.
Your tasks:
- Overseeing the daily operational performance and KPI achievement for your customer.
- 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 SLAs.
- 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.
- 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.
Customer Service Delivery Manager in Northampton employer: Arvato
Bertelsmann is an exceptional employer, offering a dynamic work environment in Corby where creativity and entrepreneurship thrive. As a Customer Service Delivery Manager, you will benefit from a supportive culture that prioritises employee growth, with opportunities for professional development and a comprehensive benefits package including generous annual leave, pension contributions, and an Employee Assistance Programme. Join us to be part of a global leader in media and services, where your contributions directly impact customer satisfaction and operational excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Delivery Manager in Northampton
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Bertelsmann on LinkedIn. A friendly chat can give us insider info about the company culture and maybe even a referral!
✨Tip Number 2
Prepare for those interviews! Research common questions for Customer Service Delivery Managers and practice your answers. We want to show off our problem-solving skills and customer-centric mindset.
✨Tip Number 3
Showcase your achievements! When discussing your experience, focus on specific examples where you’ve improved KPIs or resolved customer issues. Numbers speak louder than words, so let’s impress them!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we can tailor our CVs and cover letters to match what Bertelsmann is looking for in a Customer Service Delivery Manager.
We think you need these skills to ace Customer Service Delivery Manager in Northampton
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Customer Service Delivery Manager role. Highlight your experience in customer management and operations, and don’t forget to showcase your problem-solving skills and ability to build relationships.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for this role. Mention specific experiences that relate to the tasks listed in the job description, like managing deliveries or leading meetings.
Showcase Your Communication Skills:Since excellent verbal and written communication skills are key for this role, make sure your application reflects that. Keep your language clear and professional, and double-check for any typos or errors before hitting send!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way to ensure your application gets into the right hands and shows us you’re serious about joining our team!
How to prepare for a job interview at Arvato
✨Know Your Customer Service Inside Out
Before the interview, brush up on your customer service knowledge. Understand the key responsibilities of a Customer Service Delivery Manager and be ready to discuss how you would handle specific scenarios, like managing inbound/outbound deliveries or resolving customer issues.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experiences where you've successfully solved customer-related problems. Highlight your ability to analyse data for KPI reports and how you've implemented corrective action plans in previous roles.
✨Communicate Clearly and Confidently
Since excellent verbal and written communication skills are crucial for this role, practice articulating your thoughts clearly. You might even want to rehearse common interview questions with a friend to ensure you come across as confident and articulate.
✨Demonstrate Your Relationship-Building Ability
Think about times when you've built strong relationships with clients or colleagues. Be prepared to discuss how you would develop an understanding of client needs and ensure they are met, as this is key to succeeding in the role.
