Customer Support Manager

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board. Unipart Rail is part of the Unipart Group, one of Europe's leading independent logistics companies that employs more than 8,000 employees worldwide and has an annual turnover of more than £800 million. We have a long heritage in the rail industry based on decades of experience, we have continuous improvement plans to embrace innovation in both products and business techniques to ensure that we remain the first and best choice for our customers. We are seeking an enthusiastic and experienced Customer Support Manager to work at our Doncaster site. Benefits Competitive salary Pension and death in service provisions for employees in pension scheme 25 Days Hols (plus Bank Holidays) Employee Assistance Programme (EAP) Health and Wellbeing Initiatives Employee offers and discounts from various retailers Recognition events and rewards Free on site car parking Main Purpose of the Role Reporting to the Customer Support Team Leader UK, the purpose of the Customer Support Manager role is to manage all transactional activities associated with customer relationship management and to provide exceptional customer service to Unipart Rail's customers. The role requires cross functional working with teams across the business to resolve customer issues within agreed SLAs, managing customer enquiries received via the website or e-commerce system, dealing with complaints professionally and supporting the delivery of budgeted sales, service level and performance targets, in line with Unipart Rail's Customer Engagement System. The role is predominantly reactive to customer demands. Decision making is limited to that detailed within the relevant business processes; outside of this direction is provided by the Head of Customer Support. Spread Of Skills & Analysis The nature of the role is varied; good customer service skills and some knowledge of the market are required, as well as the ability to work on the basis of self-initiative. Excellent customer service skills with high levels of communication and interpersonal skills are essential, along with a good understanding of customer engagement. A good working knowledge of SAP is required, along with good IT knowledge. Basic knowledge of commercial terms and conditions is also necessary. The ability to work to targets and deadlines in an efficient manner is crucial. A demonstrable collaborative approach to Customer Engagement is required. Experience & Proven Ability Required Customer Service experience within a transactional environment IT literate with good knowledge of Google software packages Excellent communication/interpersonal skills Strong team player Good organisational and time-management skills Able to work to deadlines and deliver sustained problem resolution Ability to identify process failures and identify solutions to resolve and prevent re-occurrence Good working knowledge of SAP Duties & Key Responsibilities General customer queries, order processing/order book management, price and delivery process. Undertake any other customer service activities necessary to achieve customer satisfaction. Proactive management of stopped/restricted vehicles and customer identified spares (critical and service quality). Transactional management of reports - imminent failures and potential back orders. As a valued employee of Unipart Rail, you can look forward to a varied and rewarding career with a company that holds the Investors in People accreditation and also world class status in employee engagement.

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