To lead and develop a customer-centric team, to align to the Alliance strategy of having the customer first mindset. To ensure the team are fit for purpose.

Accountabilities:

Manage and run the Customer Service department servicing the EMEA customer business and contribute to meeting company-wide Supply Chain performance and strategy objectives.
Help the business explore and develop its E-Commerce customer support knowledge, in line with Alliance’s strategy.
Develop digital as well as traditional customer service methods, research and be aware of developments in new technology and methods to optimize systems within the team – for example CRM.
Be the voice of the customer to internal stakeholders within Alliance. Ensuring that customer’s needs are a priority in internal stakeholder meetings.
Manage escalations from within the Customer Services team to ensure the best outcomes for our customers
Manage all department activities, including order management, import license tracking/maintenance, WDA process and checks, and aged debt collection
Drive efficiency both internally and externally with a continuous improvement mindset.
Support the Inventory Team with warehouse related stock reconciliation activities related to customer service activities. This may include root cause and CAPA.
Understand the reasons for returns and review trends to highlight areas of improvement
Manage related Standard Operating Procedures and Work Instructions to ensure they are fit for purpose and accurate.
Represent Customer Services on other Company projects as required
Support the business in all necessary administrative duties
Support with any audits as necessary.
Develop the customer services team to their full potential. Ensuring the team have development plans in place.
Due diligence and integration support for new acquisitions
KPI Management and setting for Customer Service activities including root cause and CAPA
Ensure headcount resource meets the needs of the business’s long-range plans.

Functional Experience

Must Have:

Minimum GCSE grade 5-9 or equivalent in English and Mathematics
A self-starter, who is detailed and accurate, a good problem solver with an empathetic nature, who is able to work well within a team.
Understands when to escalate issues
An ability to resolve customer queries from beginning to end

Nice to Have:

An understanding of how to deal with different cultures and being adaptable to changing ways of working as needed
Able to work alongside colleagues across the whole business to find the best customer outcomes

Career Experience

Must Have:

Existing customer services experience or other customer facing role appropriate to this position, demonstrating an ability to communicate across teams and to senior management

Nice to Have:

Experience of managing a team and of developing and training individuals and supporting through coaching when needed.

Alliance Pharmaceuticals Limited jobs

Customer Services Manager