Customer Service Manager in Wigan

Join Saica Pack, a division of the Saica Group, where you'll have the opportunity to develop corrugated cardboard packaging solutions. At Saica Group, we have integrated the circular economy into our business model, embracing sustainability as the driving force behind a more responsible production model. We believe in talent, professional growth, and making a positive impact on the world. If you're looking for a dynamic environment where every day is an opportunity to innovate and create a better world, Saica Group is the place for you!

To provide the highest levels of customer satisfaction by an efficient management of customer expectations through leading his/her team and coordinating with all departments. To support External Sales on E2E project identification and delivery.

• Monitoring and management of the order intake to ensure fulfilment of specific requirements such as: minimum order quantities, prices, delivery times, origination costs payback, stock management, etc.
• Co-ordinate actions with other departments, such as logistics and production, to fulfil customer expectations on service (OTIF) and ad hoc assistance.
• Manage accounts assigned to him/her by the Plant / Regional Sales and Commercial Manager with the aim of maximising their sales volume and profitability.
• Deal correctly with customer requests: pricing policy, claims, samples, sketches, specifications, offers, general information, website training.
• Be responsible for maintaining in the company Management System (GPT, SSS, SAP, etc) the most up to date information concerning our customers.
• Participate in the definition and follow up of customer account plans. Support the data collection for these plans.
• Attend meetings, together with Sales Representative he/she works with, and the Plant / Regional Sales and Commercial Manager (Tier 1 meeting).
• Sustain the Group’s Management System relating to the sales and commercial activity (SSS, GPOT, SDS, SDP).
• Promote use of web-based ordering by customers.
• Attend and contribute to major customers review meetings.
• Secure that the processes for subcontracting the conversion of some goods for sale satisfy our customer needs.
• Participate actively in the problem solving process when analysing customer’s claims related to Service issues/non-conformities.
• Participate in the definition and be responsible for the implementation of working instructions aimed to improve the efficiency of the customer service team.
• Work with Plant management team to drive and improve customer satisfaction.
• Identify deficiencies in skills among his/her team managed, and work to improve individuals’ capabilities through coaching and training.
• Lead the definition and implementation of the induction training for all new members joining his/her team.
• Actively participate in his/her own training program definition and implementation, supporting new training initiatives and reporting any detected skills that would need to be reinforced for his/her own benefit.
• Lead the annual appraisal of his/her team members with the Sales Manager.

By joining the Saica Group, you're choosing more than a job – you're choosing a purpose-driven career that aligns with your values. You'll collaborate with like-minded individuals to shape a sustainable future, making a meaningful contribution to our world.

Saica Group is committed to Occupational Risk Prevention for its employees and partner companies, Environmental Protection, the Quality of its products and services, and Equal Opportunities between men and women. In our work, we seek a balance between professional and personal life.