Customer Service Manager

Job Description

In this role you will be expected to manage the Customer Service Representatives and act as the main interface with customers for all matters relating to the customer service and distribution business. You will be expected to build an excellent working relationship between UMG, 3PL providers and the customer. Liaising with all groups to ensure that the customer account runs smoothly and efficiently with the primary focus being on effective New release, campaign and order management.

The Customer Service Manager should make a full and valuable contribution, supporting the effort to ensure the customer’s needs are met wherever practicable, whilst being aware of cost and maintaining UMG service levels.

Skills & Experience

Be Organised
• Daily and long-term overview of Order Pool, ensuring order alignment with canvass and territory lead times respected
• Campaign management – stock and communication
• Stock management
• Accurately maintain the distribution system on behalf of UMG and its customers in a timely fashion, as required
• Ability to continuously prioritize workload and work under pressure
• Prioritise work activities; plan and stay organized in order to meet commitment and productivity standards
• Multi-task by switching smoothly from one project or task to another
• Develop well thought out action plans
• Be highly detail oriented
• Taking ownership and responsibility for work progress

Be Analytical
• Produce management and customer reports as required, Co-ordinate and feedback business measures / KPI reporting to the customer in-line with the contract
• Ability to analyze data and trends, make educated conclusions and provide recommendations in a clear and concise manner
• Ability to apply learned forecast analytics
• Implementation and/or designing of statistical metrics
• Extract and segment data to facilitate data analysis

Be Collaborative
• Understand the Customers’ needs. Communicate customer requirements throughout the business in line with service level agreements
• Maintain new release & early ship report, keeping the Distribution Centers informed for resource planning
• Address and follow up systems issues, queries and reporting needs. Be the point of contact for queries from Customers, Release Management and 3PL providers
• Expedite new release and campaign information to keep all parties updated.Embrace teamwork; share ideas / methods to improve performance
• Support senior management where required and escalate issues and challenges appropriately

Be Progressive
• Continuous improvement of processes/work instructions/service levels
• Assist with the development of processes, system enhancements, and reports (e.g., Key Performance Indicators (KPI), statistical and trends reports) to facilitate execution of responsibilities
• Performs special projects and ad hoc analysis as requested by management or as required for their assigned accounts

Personal Specification
Necessary
• Service delivery orientation
• Excellent communication and persuasive skills
• Positive attitude and team player
• Ability to problem solve and have concise decision-making skills
• Must be able to perform effectively in a deadline driven multi-tasking environment
• Strong working knowledge of Microsoft Office applications (MS, Word, Access, Outlook, PowerPoint, and Visio)
• Proven track record in a client facing role. Beneficial if experience gained within the distribution sector of the Entertainment industry

Desirable
• Ability to speak additional languages
• Knowledge of Oracle based systems
• Understanding of distribution processes
• An interest in distribution of Entertainment media
• General understanding of manufacturing, and supply chain operations

Your Benefits
• Group Personal Pension Scheme (between 3% and 9%)
• Private Medical Insurance
• 25 paid days of annual leave
• Interest Free Season Ticket Loan
• Holiday Purchase scheme
• Dental and Travel Insurance options
• Cycle to Work Scheme
• Salary Sacrifice Cars
• Subsidised Gym Membership
• Employee Discounts (Reward Gateway)

Just So You Know…

The company presents this job description as a guide to the major areas and duties for which the jobholder is accountable. However, the business operates in an environment that demands change and the jobholder's specific responsibilities and activities will vary and develop. Therefore, the job description should be seen as indicative and not as a permanent, definitive and exhaustive statement.

Jobcode: Reference SBJ-r7o09d-18-190-152-38-42 in your application.