Commercial Service Manager

This is a national role responsible for maximising the revenue generated by the Service Department and developing the growth opportunities for it. Understanding that the importance of customer satisfaction is paramount - this has a major influence on the reputation held by the organisation. You will have to deliver set financial performance objectives through the service and parts department and also deliver high levels of customer care. As a key member of the team you will be required to manage the department efficiently and operate the department as a profit centre, motivating and training all staff, developing and improving processes and systems to drive the business forward. Your overall objective will be to increase turnover and profits to exceed set targets.

Responsibilities
? To measure, manage and increase year on year profit within the
service department.
? To facilitate, measure, manage then reduce year on year
chargeable work to include warranty both internal and external.

To ensure customers never have reasonable cause to complain.
? To construct, obtain authorisation and then implement a five year strategic business plan for the after Sales/ Service Department.
? To liaise with internal and external stakeholders necessary to achieve the above four points within a safe but commercial environment.

Business Focus
? Improve profitability
? To ensure customer awareness of all products and services available
? To sell additional products, services and repair work
? To carry out promotional work
? To negotiate and sell retail service requirements
? Understand and produce management financial and statistical reports and indicators
? Create business plans and priorities
? Motivate and coach individual staff
? Customer handling skills

Operational/ Commercial Focus
? Record maintenance
? To initiate job documentation and maintain customer records and follow-up systems
? To document all warranty work
? To accurately record, update & maintain customer data
? To accurately record all customer contacts made and the result of those contacts
? To accurately maintain document control system

Customer Service Focus
? Customer Satisfaction
? To maximise Organisation`s profile
? To ensure the highest degree of efficiency and understanding of customer requirements
? To provide customer quotations according to company policy on schedules, times and pricing

Personal Characteristics and skills
? Previous customer service and front of house parts & servicing experience essential.
? Excellent organisation, time management and planning skills.
? Highly motivated.
? Excellent communication skills both face to face and telephone.
? Good listening and questioning skills.
? Ability to remain calm and professional in a busy working environment.
? Ability to work on own initiative.
? Computer literate (Excel, Word).
? A smart appearance.
? Confident manner.
? A good sense of humour.

Location Hereford & Worcestershire

Salary £25-35k (subject to experience)

The Company:
Leading Global manufacturer and distributor of a comprehensive range of high value products and spares. enjoying strong recent growth they have become a leading UK organisation in their field. With additional strategic re-alignment the company is well positioned to further expand their global market share.

The Successful Candidate:
Possessing a broad depth of experience within the after sales, parts and service sector you will have excellent Commercial Service and Customer Service skills. With a strong Management background you will have the ability to strategically influence direction and develop the Company`s profit performance within a manufacturing and distribution environment. You must be an excellent communicator with strong time-management skills and be capable of maintaining focus on key day to day tasks whilst undertaking various ad hoc projects and business initiatives.

This role is commutable from Evesham, Worcester, Pershore, Hereford, Bromsgrove, Redditch, Kidderminster, Stratford, Tewkesbury, Gloucestershire, Hereford and Worcestershire, Warwickshire, West Midlands and Shropshire.

ASC Connections is a leading recruitment business specialising within the areas of Engineering and Technology, Facilities and Building Services, Energy and Utilities, HR, Procurement, Finance, Sales and Marketing, Customer Service and Office Support.

We operate as an Employment Business or an Employment Agency for all temporary and permanent roles respectively.

For an extensive range of job opportunities please visit our website at www.asc-connections.com