Customer Services Manager

Salary: £26-30.000 (Maternity Cover)
Location: Pontypool, Gwent
Customer Services Manager
Global Manufacturer
You will be the first contact for operational customers and will be required to liaise with operational customers, Production and Logistics departments in order to improve and maintain delivery performance and customer perception. The successful Maternity cover candidate will be required to manage all customer issues, including; quality and deliveries, providing feedback to relevant departments, chasing responses and feeding back relevant information to the customer.You will also be required to travel to various locations to meet customers and ensure quality of service as and when required in line with business requirements.
Main duties and responsibilities will include:
• Co-ordinate activities relating to the Firewall and associated tasks
• Attend and contribute to regular production/planning meetings
• Resolve product or service problems by clarifying the customer’s concern by determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure solution
• Inform customers of any updates/issues with the production that may affect delivery performance
• Contribute to team effort by accomplishing related results as needed
• Update monthly delivery graphs
• Check and release incoming schedules to the Scheduling department
• Visit customers as and when required to maintain and build relationships
• Daily reporting to the Senior Quality Engineer for Audi
• Ensure Firewall inspectors are working on the required product for the current delivery window
• Ensure control of product, acceptable product into finished goods and reject product suitably identified for further analysis prior to disposal
• Completion of scrap notes for all rejected product and submission of forms to the Senior Quality Engineer
• Booking into Axapta
• Collection and distribution of defect data to other parties, including; Quality, Continuous Improvement and Operations Managers
• Co-ordination with Operations Managers when specific rework operations are required as a result of the findings of the inspection activity
• Ensure standards are available and are in use by the Firewall Inspectors
• Co-ordination of Audi returns (RMA’s) with Quality Administrator
• Review and disposition of RMA returns in a timely manner, providing feedback to the Senior Quality Engineer in terms of acceptable and non-acceptable product
• Oversee the activity of the containment team to ensure correct product is being checked and output is adequate and, when necessary, place them on RMA activities.
Key Requirements: Experience of working in Manufacturing industry would be beneficial
• Excellent customer service skills
• Good commercial awareness
• Strong focus on quality
• Excellent problem solving skills
• Ability to analyse information and raise questions when in doubt
• Ability to work on own initiative as well as part of a team
• Flexible, change orientated and adaptable
• Excellent communication skills, both verbal and written and the ability to communicate at all levels of the business
• Results focused, organised, diligent and conscientious
• Computer literate and proficient in Microsoft Office
• Professional approach and attitude
• Willingness to take on new challenges
• Self-motivated, enthusiastic and innovative Apply now

Contact: Jason Hughes

Tel: 02920 660 214
Fax: 02920 660 187
Sophia House, 28 Cathedral Road, Cardiff, CF11 9LJ