Job Title

Location: Milton KeynesCheck you match the skill requirements for this role, as well as associated experience, then apply with your CV below.Reports to: Group Operations DirectorJob Type: Permanent/Full timeMcCue, part of Bunzl PLC, headquartered in US, design create and install a full portfolio of safety solutions for retail stores, industrial facilities and everywhere in between. This role is pivotal in delivering exceptional customer service and driving operational excellence. The Customer Services Manager leads the team to ensure customer orders are fulfilled accurately and inquiries are resolved promptly. A key component of the role involves cultivating strong relationships both internally and externally to continuously improve customer satisfaction and team performance.Successful performance in this role will be demonstrated by:Real-time and accurate customer quoting and pricingAchieving and maintaining 98%+ order loading accuracyAnswering 98% of calls within 15 secondsTimely preparation of shipping documentation for all countriesResolution of all customer inquiries within 24 hoursKey Activities:Provide strong leadership and management to the Customer Service Team, fostering a culture of accountability, motivation, and continuous improvementMonitor and report on performance against KPIs, driving service excellenceManage all aspects of customer inquiries, orders, quotations, and invoicingOversee freight costs and courier partnerships to ensure cost-efficiency and service reliabilityMaintain accurate and current customer pricing in internal systemsEnsure timely and correct generation of quotations and database updatesManage the full cycle of credits and returns with fairness and precisionTake ownership of first-stage logging and resolution of quality issuesBuild productive and respectful relationships with customers and internal stakeholdersEffectively delegate and balance workloads to maintain service standards under pressureTo excel in this role, you must:Demonstrate comprehensive knowledge of McCue's products and operational modelPossess excellent team management skills and the ability to lead by exampleBe proactive and results-driven with a mindset for innovation and improvementHave outstanding interpersonal and communication abilities to foster strong team cohesion and customer rapportExhibit resilience and composure under high-pressure situationsHandle internal team conflicts constructively and maintain a positive work environmentDeliver consistently superb customer service and champion a make it happen mentalityAbility to manage remote team members and work alongside remote leaders around the worldAreas of ResponsibilityLeadership and performance of the Customer Services TeamOversight of customer engagement: inquiries, order processing, and invoicingContinuous monitoring and analysis of KPIs for team performance improvementFull lifecycle management of returns, credits, and customer complaintsCollaborate with Quality Control for issue resolution and service integrityWe Offer:Comprehensive Benefits and bonus structureHybrid working from home and in the office40,000 - 45,000/annumOur Company is committed to providing equal employment opportunity to all qualified applicants and employees without regard to age, race, national origin, pregnancy, sexual orientation, gender identity, religion, disability, service member or veteran status, or any other category protected by law. Individuals requiring accommodation in the application process due to disability please Let Human Resources Know.