Jan 04, 2022
Customer Service Office Manager
Poole (Minimum of 2 days per week)
James Fisher Prolec is recognised as a market leader in safety systems and machine productivity solutions for the construction industry and demolition plants.
James Fisher Prolec has over 30 years' experience supplying machine productivity and safety systems to the construction equipment industry. Our expertise in the control, measurement and guidance of construction equipment enhances functionality and results in higher productivity and reduced costs.
We have an opportunity for a Customer Services Office Manager to cover a varied role to ensure the day-to-day customer service, production; internal process operations and general administration are carried out in line with the organisations processes and response targets. Overseeing production, customer services, service and internal process, and effectively reporting to management.
We will look to you to ensure customer orders for products and services are processed correctly and completely in a timely fashion on a right 1st time basis. You will manage the Customer Services team to meet and exceed departmental KPI’s, customer expectations, and escalation to Sales or Account Manager as required.
Develop and utilize your team as the first point of contact, answer the main phone line and respond to queries. You‘ll be responsible for the creation of ‘production work requests’ agreed by customer, utilizing Technical Support where required and for the booking and implementation of any install/service work, maintaining and building a good working relationship with distributors and customers.
Ensuring invoicing is performed in a timely and accurate manor, responding and dealing with any issues raised as a result and records are accurate and updated in line with finance’s needs
You will oversee the Production department, working with Production Team Lead to develop a professional working structure that takes order through to delivery including configuration, picking, system testing, QC, packaging, and shipment. Optimising resource and overtime approvals. Working with the Production Team Lead to improve processes, focusing on a more OEM style of supply. Repeatability, consistency, modularity, and reliability.
Responsible to ensure monthly and annual stock takes, management of product returns, RMA Process, Supplier NCR’s and reporting and quality assurance, internal audits, programs, schedules and line management of QHSE team in regards continuous process improvement.
You must have demonstrable relevant experience, excellent communication, organisational skills, and the ability to motivate and lead the team, strong commercial focus, ability to take ownership and accountability of tasks and drive to completion.
James Fisher & Sons are committed to taking positive action on diversity and we strongly encourage applications from candidates from all backgrounds and as a Disability Confident employer we are committed to offer an interview to disabled candidates who meet the minimum criteria for the role.
Closing date for applications: Monday 17th January