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For Companies At a Glance
- Tasks: Manage customer operations, oversee deliveries, and ensure top-notch service delivery.
- Company: Join Arvato, a leader in customer management solutions, focused on innovation and inclusivity.
- Benefits: Enjoy 25 days annual leave, pension contributions, life assurance, and employee discounts.
- Why this job: Be part of a dynamic team that values problem-solving and customer satisfaction in a supportive environment.
- Qualifications: Customer-centric mindset, strong communication skills, and proficiency in Microsoft and SAP WMS.
- Other info: Work Monday to Friday, with free parking and opportunities for personal growth.
The predicted salary is between 22200 - 37000 £ per year.
This job is brought to you by Jobs/Redefined, the UK\’s leading over-50s age inclusive jobs board.
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
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Customer Operations Manager employer: Bertelsmann
Contact Detail:
Bertelsmann Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Operations Manager
✨Tip Number 1
Familiarise yourself with the key performance indicators (KPIs) relevant to customer operations. Understanding these metrics will help you demonstrate your ability to manage and improve operational performance during interviews.
✨Tip Number 2
Network with professionals in the customer operations field, especially those who have experience with SAP WMS and Power BI. Engaging with them can provide insights into the role and may even lead to referrals.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully managed customer relationships and resolved issues in previous roles. This will showcase your problem-solving skills and customer-centric mindset.
✨Tip Number 4
Research StudySmarter and our values to align your responses during the interview. Showing that you understand our mission and how you can contribute will set you apart from other candidates.
We think you need these skills to ace Customer Operations Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer management and operations. Use keywords from the job description, such as 'KPI achievement', 'customer-centric mindset', and 'problem-solving' to catch the employer's attention.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of the role and how your skills align with the company's needs. Mention specific examples of how you've successfully managed customer relationships or resolved operational issues in the past.
Highlight Relevant Skills: In your application, emphasise your excellent verbal and written communication skills, ability to build relationships, and proficiency in Microsoft packages, SAP WMS, and Power BI. These are crucial for the Customer Operations Manager role.
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, which is essential for this position.
How to prepare for a job interview at Bertelsmann
✨Showcase Your Customer-Centric Mindset
During the interview, emphasise your customer-centric approach. Share specific examples of how you've successfully resolved customer issues in the past, demonstrating your problem-solving skills and ability to build strong relationships.
✨Prepare for Operational Performance Questions
Expect questions related to managing operational performance and KPIs. Be ready to discuss your experience with inbound/outbound deliveries and how you've handled similar responsibilities in previous roles.
✨Highlight Your Communication Skills
Since the role involves liaising with various departments and clients, it's crucial to showcase your excellent verbal and written communication skills. Prepare to discuss how you've effectively communicated complex information in past positions.
✨Demonstrate Your Analytical Abilities
The job requires analysing data for KPI reports and transport-related queries. Be prepared to talk about your experience with data analysis tools like Power BI and how you've used data to drive improvements in operations.
