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Customer Service Manager

We are looking for a Customer Services Manager as part of the syncreon Control Tower team based in Limerick, Ireland. 


In this role you will be leading a dedicated Customer Services team within our syncreon Limerick Control Tower operations overseeing all aspects of our key accounts supply chain. You will liaise with management at the syncreon and key account sites and 3rd party carriers in managing day to day business activities. You will also be ensuring that resources are managed effectively within the team to meet business demands and volume trends while also meeting the key account KPI’s and stated SLA’s. 
 
You will be handling the most complex customer queries, complaints, billing activities and KPI reporting suites while also driving high levels of customer satisfaction in our day to day operations.  

 

About the Role
How you will contribute

•    Leading the customer services team handling high volumes of customer queries, escalations and a large number of day to day reports through the delivery life cycle of customer orders

•    Being the escalation point for delivery issues from the key account customer and working closely with syncreons warehouse operations and a number of 3rd party carriers in the delivery networks to ensure all delivery exceptions are addressed in a timely manner     and followed through to closure - with root cause & corrective actions completed via syncreon’s 5C process

•    You will be required to build a close working relationship with the customer key account care staff through understanding their day to day business requirements and servicing accordingly

•    Strong focus will be required on articulate communication and ensuring that any systems/operational issues impacting customer shipments are proactively reported to the relevant syncreon & customer teams, while working closely with the relevant teams executing their resolution
•    Ensuring a large number of customer and carrier performance reports are completed daily/weekly/monthly and submitted on time and with accurate content

•    Owning and driving operational excellence and process improvements (BPI) with the team in effectively supporting the customers and syncreon’s business needs

•    Attendance at daily/weekly customer and carrier operations meetings and QBR’s reviewing operational/carrier performance trends and presenting RCCA actions plans addressing performance gaps – along with capturing and follow through of implementation of new customer requirements

•    Ongoing coaching, mentoring, development and PMP performance management for the team. 

 

Your Key Qualifications 

•    Proven management experience within a Logistics environment
•    Proven track record of managing a team in a busy environment
•    Proven experience of working successfully and on your own initiative with key account management and staff
•    Experienced in handling complaints and managing difficult situations in a patient, calm and effective way
•    Excellent verbal and written communication skills, demonstrating appreciation of responsiveness required to address key issues
•    Leadership skills and the ability to manage and motive a team of customer services personnel (essential)
•    Good analytical, computer and reporting skills and an awareness of financial management and principles are also required
 

About the Role

How you will contribute

  • Responsible for the smooth day to day running of the department including all areas of customer service, KPI’s, Planning, administration, RMA administration, Supervision of Staff, Coaching and maintaining the highest possible level of customer satisfaction.  
  • Liason with all operational departments to ensure smooth information flow to and from the client
  • Provide on time and accurate KPI’s and other information to the Operation Manager, Operations Director / Senior Management Team and client
  • Ensure that client complaints are handled within 24 hours and escalated to the Operation Manager for sign off when completed and then drive forward continuous improvements throughout the operation from customer oriented issues.
  • Ensure all work instructions and standard operating procedures are up-to date and available for all staff in the department
  • Other duties as assigned.

 

Your Key Qualifications

  • Experience in a similar role preferably in a Logistic environment’s
  • High Proficiency in MS Office (Excel, Power-point, Visio and Word)
  • Excellent communication. presentation and relationship building skills 
  • Ability to work under pressure and work within and adapt to a dynamic working environment

At syncreon we are fully committed to the health and safety of our employees. We have full prevention and mitigation processes in place, including cleaning and sanitization practices, as well as screenings, masks and social distancing. syncreon complies with national, state and local orders.

 

Compensation
syncreon offers exciting and challenging roles within a growing international organization. We strive to hire and develop the right people, locally and globally; stimulating personal growth and self-development within an informal atmosphere. We offer a market competitive compensation package.

 

About syncreon
At syncreon, we partner with customers, such as Jaguar Land Rover, Harley Davidson, BMW, Dell, Xerox and Canon to provide specialized logistics, operational excellence and value added solutions in: Fulfillment, eCommerce & Value-Add Solutions, Manufacturing Support & Assembly Services, Export Packing, Transportation Management and Reverse, Repair & Service Parts.

We specialize in the design and operation of supply chain solutions for Automotive, Technology, Consumer Home Products, Industrial, Healthcare & MedTech companies. Today we have 14,000+ employees working in 100+ locations worldwide who enjoy our supportive culture, dedication to work-life balance, people development and superb career opportunities.

 

Note
Candidates chosen to move forward within the Recruitment Process may be required to undergo an assessment and/or submit further background information. Any offers of employment may be conditional on completion of required checks and provision of relevant documentation, in accordance with the applicable local legislation.


Job Segment: Logistics, Supply Chain Manager, Supply Chain, Performance Management, Supply, Operations, Human Resources