Salary c£37k

Location: East Midlands Gateway

The Customer Service Delivery Manager is a pivotal position within the business and has significant communication and involvement with our customers to ensure customer satisfaction through achieving SLAs. Reporting to the Key Account Manager you will be independently responsible for coordinating all activities related to customer and operational account management including carrier delivery performance management.

You will be instrumental in understanding the needs of the customer whilst building and maintaining the relationship between the customer and Arvato.

Your tasks

Within the role, your responsibilities will include:  

• Being accountable for managing daily operational performance and KPI achievement for the customer and resolving any queries within the agreed SLA (Service Level Agreements) timelines including leading daily/weekly customer and operational meetings.
• Leading and/ or supporting the preparation and execution of customer appointments and MBRs/QBRs, providing insight for all service-related matters.
• Liaising with all departments or subcontractors as required to resolve customer queries.
• Supporting the Operations team with the overall process knowledge and customer requirements for BAU and continuous improvement projects. 
•  Completing root cause analysis for queries and liaising with the appropriate functions or subcontractors for resolution. 
• Completing trend analysis of customer data that includes identifying potential future issues based on SLA requirements and forecasts.
• Being the escalation point for monthly/quarterly stock reconciliations, and management of the preparation and execution of inventories/consumables/stocktakes.
• Compiling reports that include outbound order management, aligning open orders vs capacity information, and providing client updates where required.
•  Managing operational and transport performance for launch events.  
•  Managing the analysis of scheduled cycle count data and associated follow-up actions in line with customer requirements and agreed process. 
• Preparing monthly customer statements/invoicing in JP5 (service statements, transport cost statements etc) and providing operational data to support monthly invoicing processing. 
• Provide training for all staff working with the designated client, ensuring, ensuring work instructions/ SOPS are accurate and kept up to date as processes change.

Your profile

The role will suit you if you have experience in a customer service environment, where you have had experience working with operations, transport, and IT to resolve customer queries.

You will have excellent organisational skills with the confidence to coordinate and delegate tasks to your colleagues.

Having a results-driven, customer-focused, win-win mindset will assist you in making the role a success, as well as:

• Excellent communication skills
• IT skills, including Microsoft packages (JIRA knowledge would be preferable, but not essential).
• Problem solving skills and resilience

What we offer

• Pension contribution
• 25 days annual leave with the option to purchase up to an additional 5 days per year.
• A life assurance policy that pays out 4 x Salary
• Employee Assistance Programme that provides you with confidential support, information, and advice to help you
• Employee Discount Scheme through Treats
• Free car parking