Customer Service and Relationships Manager

We are looking for an enthusiastic and capable candidate for the Customer Service and Relationships Manager’s position.

It is a Full-time role working minimum 35 hours per week, we need people who are committed and turn up to work on time unless they have a reasonable excuse.

Job prerequisites are:

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• A relevant level 4 qualification or above OR
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• Minimum 2 - 3 years of relevant work experience
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We will provide all the necessary training.

To ensure that the needs of the customers are being satisfied. Your aim is to provide excellent customer service and to promote this idea throughout the organisation. Find ways to measure customer satisfaction and improve services manage the team and build strong external and internal relationships.

Position Responsibilities & Duties :

Customer Service & Customer Relationship Management

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• To maintain a high level of customer service by ensuring that service standards are consistently achieved and that customer complaints, enquiries, feedback regarding products or staff, and service issues are resolved promptly and professionally.
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• To cultivate and foster company policies and procedures that ensure high-quality customer service and maintain strong customer relationships.
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• To provide help and advice to customers regarding the company's products, services, promotions, and offers.
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• To manage customer relationships with wholesalers, supermarkets, distributors, commercial customers, and other key business partners.
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• To ensure client retention by authorising additional services to customers, where appropriate, and maintaining the necessary documentation and records.
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• To develop and maintain business contacts with customers throughout the market area to ensure high levels of customer satisfaction and encourage repeat business.
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Customer Engagement & Business Development

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• Develop, review, implement and continuously improve customer service policies, procedures and service standards to ensure high levels of customer satisfaction and operational efficiency.
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• To coordinate, plan, and implement product recalls, customer engagement initiatives, promotional events, and customer loyalty programmes.
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• To provide input into the development of sales and marketing programmes and recommend short-term and long-term sales strategies.
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• To initiate and coordinate the development of action plans to penetrate the market and support business growth.
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• To ensure that the integrity and reputation of the company's brands are maintained and continuously enhanced.
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Performance Monitoring & Reporting

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• Monitor and evaluate customer service performance against organisational service standards and key performance indicators (KPIs), and recommend corrective actions where improvements are required.
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• To analyse customer service performance and prepare reports, including recommendations for improving customer service systems and operational processes.
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• To monitor order fulfilment and delivery performance, ensuring customer expectations and company service standards are met.
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• To ensure compliance with the organisation's lead-time objectives.
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• To provide timely feedback and reports to senior management regarding customer service performance, team performance, and the performance of external service providers.
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Staff Coordination & Team Development

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• To prepare draft staff rosters and coordinate work schedules to ensure adequate staffing levels to avoid commotion and agitations between workers over non-compliance.
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• To verify individual staff performance in collaboration with managers, supervisors, and administration personnel using company tracking systems.
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• To identify individual performance gaps and provide customised coaching, mentoring, practical guidance, regular follow-up sessions, and performance monitoring to support continuous employee development.
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• To work collaboratively with management to create and maintain an environment of continuous improvement that supports the organisation's objectives.
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Sales & Operational Support

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• To assist the sales team with customer account management and after-sales support.
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• To maintain accurate records of customers, suppliers, service providers, enquiries, interactions, products, and services using company systems.
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Compliance & Continuous Improvement

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• To work collaboratively with management to identify and implement operational improvements that enhance efficiency, customer satisfaction, and overall business performance.
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• To ensure compliance with all relevant government legislation, company policies, procedures, and regulatory requirements.
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Note: Any other related task may be allocated from time to time as assigned by the employer/owner in writing.

We do not believe that our standards are too high or too unrealistic. We are more than happy to provide all the training necessary as long as candidates can provide the above characteristics and the pre-requisite for the role. This is a highly committed role, if you feel like you are up for the challenge, then look no further, this role may be what you have been searching for!