Customer Service Manager

Summary

The Manager, Customer Accounts leads a team of Senior Customer Account Representatives and Customer Account Coordinators. Their role is to both manage teams and support Parker Meggitt’s top tier customer accounts. The Manager, Customer Accounts will foster a culture of delivering world-class service and support by directly overseeing team KPIs, acting as an escalation point, responding to complex customer inquiries and collaborating internally with numerous departments.  

Core Responsibilities

• Responsible for managing a team of Senior Customer Account Representatives and Customer Account Coordinators within a specified product group, as well as having responsibility over their own client base. 
• Act as the escalation point for customer orders and enquiries that cannot be dealt with or resolved by the Coordinators or Account Representatives.
• Provide daily tasks to the team and overseeing the deliverables across the team.
• Responsible for delivery of the strategic objectives and setting objectives for individuals and teams that can be achieved at an operational level.
• Support Parker Meggitt strategic blue chips at the divisional and team level.
• Take ownership of key customer accounts, typically including those with more complex customer accounts and complex contractual arrangements.
• Write procedures, policies and applying standardisation across teams.
• Conduct performance reviews ensuring the team is performing to the required standards and aligned to HPC values.
• Maximise opportunities for the business through building relationships with customers to create revenue potential opportunities. 
• Attend regular weekly customer calls and communicate upwards any key information regarding the status of customer orders. 
• Provide leadership, mentorship and set a positive example for direct reports.
• Serve as a liaison between the Customer Account team and the Site leadership team; advocate for the interests of the Customer Account team, as necessary.

Skills, Knowledge and Abilities

• Six plus years’ experience in a similar role/industry in essential. Field of Study/Area of Experience:  Customer service, Microsoft Office Suite, SAP, Salesforce.com, Robot Morning/Demand Line.
• Excellent knowledge of the regulations pertaining to the products and customers for which the employee is responsible (i.e., FAR, DFARS, DEFCONS, etc.).
• Strong management and leadership skills with ability to set direction and deliver results.
• Confident to draft, review and analyse policies, procedures and specific instructions.
• Able to gather data, to compile information, and prepare reports.
• Excellent communication skills and customer service orientation.
• Able to influence stakeholders with a record of accomplishment of building and maintaining customer/client relationships.
• Well-organised, detail-oriented, and able to multi-task.
• Confident to work independently and prioritise duties with minimal supervision, in order to meet deadlines.
• Great conflict management and decision making skills.
• Strong computer skills, including proficiency with Microsoft Word, Excel, PowerPoint, Access, Outlook, and web-browsers.
• Knowledge of computerised information systems used in financial and/or accounting applications.
• Intermediate level knowledge of PC software applications and strong understanding of PC operating systems.

What We Offer

Parker Meggitt is proud to offer a competitive total rewards framework designed with our colleagues' health, wealth and well-being in mind to help our employees balance a successful career.  Our competitive offer package will include:

• Flexible working policies and the ability to accrue time off in lieu or for some roles to earn overtime.  
• Early finish on Fridays.
• Pension Scheme up to 10% company contribution.
• Employee Assistance Program for Health & Wellbeing.
• Employee Perkz – offering our employees discounts on a huge variety of goods and services.
• Income Protection.
• Employee Resource Groups.
• Volunteering day off.