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Customer Services Manager

The Sofidel Group  

The Sofidel Group is one of the leading manufacturers of paper for hygienic and domestic use worldwide. Established in 1966, the Group has subsidiaries in 12 countries – Italy, Spain, the UK, France, Belgium, Germany, Sweden, Poland, Hungary, Greece, Romania and the USA – with more than 6,000 employees, net sales of 2,173 million Euros (2020) and a production capacity of over one million tonnes per year (1,428,000 tonnes in 2020). “Regina”, its most well-known brand, is present on almost all the reference markets. Other brands include: Softis, Le Trèfle, Sopalin, Thirst Pockets, KittenSoft, Nalys, Cosynel, Lycke, Nicky, Papernet. A member of the UN Global Compact and the international WWF Climate Savers programme, the Sofidel Group considers sustainability a strategic factor with regards to growth and is committed to reducing its impact on natural capital and maximising social benefits, setting as objective the creation of shared added value for all stakeholders. Sofidel’s greenhouse gas (GHG) emissions reduction targets to 2030 have been approved by the Science Based Targets initiative (SBTi) as consistent with reductions required to keep warming to well-below 2°C, in line with the goals of the Paris Agreement.

The Role

We currently have a permanent opportunity for an experienced customer services professional to join our highly successful team based at our Hamilton site in Leicester. Reporting to our Country Sales Manager, the successful candidate will play a key role in the deliverance and continued success of great customer service to our internal and external clients. We are looking for someone who is passionate about fostering great relationships with our clients and the existing customer service team.

Working Monday – Friday, 37.5 hours per week, this role will give you the variety you have been looking for. If you are a driven and dedicated Customer Services professional wanting a new challenge in one of Europe’s most reputable paper hygiene product manufacturers, then we want to hear from you.

Main Duties & Responsibility

  • Support and manage the customer services team
  • Work in conjunction with the Sales team to analyse the sales and client product margins
  • Maintain the SAP database & create and maintain Vistex agreements
  • Examine customer satisfaction ratings and make recommendations for the future
  • Report any variances in the sales strategy implementation
  • Interact with customers to build a positive and open rapport between parties
  • Provide timely responses to customers/clients queries/complaints/questions
  • Develop a sustainable working culture within the customer services team
  • Assist the Sales and Marketing team with market analysis
  • Provide statistical information regarding customer experience/satisfaction
  • Build internal relationships with all departments including Business Control, Purchasing and Warehouse to ensure the process of payment for all orders
  • Ensure stock and production plans are up to date with the correct warehouse/shipping information
  • Meet reporting deadlines

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