At a Glance
- Tasks: Lead initiatives to elevate customer service standards and deliver exceptional experiences across Europe.
- Company: Join Multi-Color Corporation, a leader in premium labels for iconic brands.
- Benefits: Flexible remote work, dynamic environment, and opportunities for impactful projects.
- Other info: Embrace diversity and inclusion in a supportive workplace.
- Why this job: Shape the future of customer service and collaborate with diverse teams.
- Qualifications: Experience in customer service leadership and strong project management skills.
The predicted salary is between 36000 - 60000 £ per year.
Reporting to: Commercial Operations Director
Location: Europe (flexible)
Workplace: Remote
Travel: Frequent - 70%
Please note: this position is an internal vacancy available to only candidates employed within MCC Label. If you are not eligible to apply for this position, your application will not be considered.
Build your Career with an Industry Leader
For over a century, Multi-Color Corporation (MCC) has crafted premium labels for the world's most iconic and recognizable brands. Our labels elevate emotional connections with consumers and help brands stand out in competitive markets. With more than 12,000 teammates in 25+ countries, we come together to make our industry-leading work possible and bring our True Colors to life. Join us at MCC, where every product is Labeled with Care.
We're looking for a Customer Service Excellence Manager to lead initiatives that elevate service standards, harmonise processes, and deliver exceptional customer experiences across our European sites. Your main responsibilities will include:
- Set the Standard: Benchmark and implement best practices for Customer Service across Europe.
- Drive Consistency: Develop and deploy standardised processes, tools, and training.
- Lead Change: Introduce Lean/CI principles and spearhead improvement projects.
- Measure Success: Govern KPIs for OTIF, order turnaround, and customer satisfaction.
- Collaborate Globally: Partner with Commercial, Operations, and Site Leadership teams to ensure seamless workflows and onboarding.
About you:
- Proven experience in leading a Customer Service or Commercial function.
- Strong project management, analytical skills, and ability to influence without authority.
- Passion for continuous improvement and process harmonisation.
- Excellent communication skills and flexibility for extensive travel.
- CI qualification and additional European languages are strongly desirable.
Why apply? This is your chance to shape the future of Customer Service across our European commercial operations, lead impactful projects, and work with diverse teams in a dynamic environment.
Additional Information
To apply for this role you must already have the right to live and work in the United Kingdom or the European Union and have the ability to travel unrestricted within these areas. Visa sponsorship is not provided. As an American-owned company with multi-national operations, our main language for cross-border collaboration and communications is English. As such, the ability to speak fluent business English is essential for this role and all applications must be made using the English language. Due to the frequent travel associated with this role, providing all minimum criteria are met, preference will be given to those candidates that live near an international airport.
Diversity & Inclusion
At MCC, we believe what makes us unique, makes us better. We embrace & care deeply about creating a workplace where our people feel valued and empowered. We are committed to providing an environment in which everyone is included, treated fairly and with respect. We consider our people our best asset and understand the importance of bringing different perspectives. We are committed to providing equal opportunity regardless of gender identity/expression or ethnicity, disability, sexual orientation or life stage. We encourage & welcome all genders, people of disability, LGBTQI+ community, refugees & people from culturally & linguistic diverse backgrounds to apply.
Customer Service Excellence Manager in Daventry employer: MCC Label
At Multi-Color Corporation (MCC), we pride ourselves on being an exceptional employer, offering a dynamic and inclusive work culture that empowers our employees to thrive. With a commitment to continuous improvement and professional development, we provide ample opportunities for growth while fostering collaboration across our global teams. Join us in shaping the future of customer service excellence in a flexible remote environment, where your contributions will be valued and recognised.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Excellence Manager in Daventry
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at MCC Label. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like MCC Label before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Excellence Manager in Daventry
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to MCC Label:Your cover letter is your chance to shine! Tell us why you want to work at MCC Label specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at MCC Label!
How to prepare for a job interview at MCC Label
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
