Customer Operations Manager - EMEA
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| Job Type | Permanent Full Time |
| Location | Crawley |
| Area | West Sussex, UK |
| Sector | Customer Service SalesOperations |
| Salary | £45,000 - £55,000 DOE |
| Start Date | |
| Advertiser | Nicola Francis |
| Telephone | 01342 325 316 |
| Job Ref | NF10521 |
- Description
- Lloyd Recruitment Services are pleased to be working with a global manufacturing company who are looking to recruit a Customer Operations Manager - EMEA to join their expanding team on a full time permanent basis.
The role:
Our client is looking for an experienced, self-motivated, Operations Manager to be the Customer Operations Business Partner to an EMEA business, specifically supporting teams in the UK, France and German markets.
You will report to the Sales & Operations Director - EMEA, with responsibility for the smooth running of the operations process – from order processing and logistics to invoicing and customer care, you will manage your team of four customer operations members.
Specifically, logistics (import, export, customs), warehousing and stock management, customer service (order taking, account management, opportunity identification) and customer administration (including logging RMA and connecting to technical support).
You will be responsible for the checking of monthly trading review documents that are generated by the information input by your team into our SAP system and will be part of the team presenting the data to the global leadership team.
Finally, the Operations Manager will be the EMEA owner for the management of our BSI ISO9001 operational processes and accreditation.
Key responsibilities:
Customer Operations– running the UK, France and Germany based customer operations team covering the UK and German markets, and are responsible for the processing of sales orders, invoicing, scheduling and organising the logistics necessary to get products from source to the customer. Overseeing these teams is key to retaining and growing existing customers as the primary point of contact for customers into the business, so as well as satisfying customer service needs the team should be keenly focused on leveraging their discussions with customers to seek out new sales opportunities for our sales teams (e.g. end of life, new projects, upgrades etc.). These leads are then passed to the sales team for exploration
Logistics/Supply Chain Knowledge– responsible for ensuring an effective and efficient logistics operation that meets the ongoing and future requirements of our business and customers, managing the performance and configuration of our third-party logistics providers
Negotiation of shipping contracts with Freight Forwarders or Courier Companies
Ability to collaborate with our Sales, Procurement and Finance teams
Inventory Management – managing warehouse stock levels to RMA processing (status reports, documentation, returns, credit notes, coordination with Quality Team)
Generation of on time delivery reports and monthly variance reports, generated via the teams input data into SAP
Regular monitoring of Backlog reports utilising in-house web portal
Experience in Microsoft software (Excel a must) and SAP or similar
Experience of managing teams on-site and remotely
Maintain up to date knowledge of regulatory frameworks relevant to the operational processes and regulations
Ensure team knowledge is updated with respect to new processes and regulations
BSI ISO9001– maintaining the operational processes and records required to satisfy ongoing accreditation
The above is not an exhaustive list and responsibilities may vary dependant on the need of the role and business.
Qualifications and experience:
Track record in operations management and customer services (systems and line management)
Experience of impacting sales results positively through operational and service excellence
Significant B2B channel experience
Knowledge and skills:
Innovative and creative approach to achieving objectives
Excellent communicator, both verbally and written
Ability to influence others at all levels
A determination to drive outstanding results
Ability to work at pace and deliver high quality results, both yourself and your team
Continuous improvement mind-set, always spotting opportunities for how to do things better, simpler, faster
Strong leader able to quickly build respect and commitment across business wide teams
Demonstrates excellent attention to detail whilst retaining the ability to see the wider business picture
Experience with CRM software, SAP and MS Office
Salary £45,000 - £55,000 DOE
Due to the high volume of applications, Lloyd Recruitment Services can only contact shortlisted candidates
