Customer Service Manager - Large Format Print (Experience Essential)

Coatbridge, Scotland, United Kingdom

Introduction to the Role:

PLEASE NOTE: Only apply if you have the relevant skills in signage and display graphic experience for customer service or sales.

Salary is Negotiable.

Matic Media Services Ltd, established in 2005 and based in Coatbridge, is a leader in the large format printing business, specialising in a range of signage products for trade markets. As we continue to expand our online sales and grow our Graphic Warehouse brand, we are seeking an experienced Customer Service Manager to join our dynamic and friendly team. This pivotal role involves leading a small team of customer service personnel to manage inbound enquiries, process quotes and orders, and handle artwork allocation and general customer queries, whilst maximising the revenue opportunities from our customer base.

About the Role

The successful candidate will be responsible for developing and implementing customer service policies and procedures, ensuring that all customer interactions reflect our commitment to service excellence. A deep understanding of large format print and signage is essential , as is the ability to provide exceptional customer service and support. This role is ideal for a motivated individual with excellent communication and problem-solving skills, looking for an opportunity to lead and enhance customer service initiatives within a growing company.

Why Join Us

Joining Matic Media Services Ltd at this exciting time offers a fantastic opportunity for career growth and personal development. Our e-commerce is expanding rapidly, and we believe that a strong, enthusiastic team is key to our continued success and transformation. Employees have numerous opportunities for advancement, contributing to various tasks and demonstrating progress within the company. If you are keen to add value to a successful and friendly team and bring enthusiasm to our business, we would love to hear from you.

RESPONSIBILITIES

Client Management and Communication:

·        Develop and maintain strong relationships with clients, serving as their main point of contact.

·        Understand client needs and objectives, proposing solutions that align with their requirements.

·        Manage a portfolio of client accounts to ensure long-term success.

Sales and Marketing Support:

·        Identify opportunities for upselling and cross-selling products and services to enhance customer value.

·        Collaborate with Sales and Production teams to facilitate job processing and ensure customer needs are met.

Operational Management:

·        Supervise day-to-day operations of the customer service department, including handling of incoming communications via calls, emails, online chats, tickets, and quotes.

·        Create and maintain effective customer service procedures, policies, and standards.

·        Ensure efficient workflow and prioritize tasks accordingly.

Performance Monitoring and Improvement:

·        Monitor and analyse customer satisfaction levels and feedback to take corrective action when necessary.

·        Set and work towards customer satisfaction targets consistently.

·        Compile accurate and detailed reports to keep management informed.

Team Leadership and Development:

·        Train, mentor, and manage Customer Service Assistants, fostering their skills development and professional growth.

·        Ensure all team members are up-to-date with industry trends, market conditions, and internal policies.

Reporting and Strategic Input:

·        Provide regular feedback to the Sales Director regarding customer orders, enquiry levels, and market conditions.

·        Respond to customer service issues promptly, ensuring a high level of customer satisfaction.

SKILLS

Leadership and Management Skills:

·        Proven experience as a Customer Service Manager, Retail Manager, or Assistant Manager.

·        Strong leadership abilities to effectively manage client accounts and drive team performance.

·        Excellent knowledge of management methods and techniques.

Communication and Interpersonal Skills:

·        Exceptional verbal and written communication skills, essential for building strong client relationships and interacting with team members.

·        Professional and confident telephone manner, crucial for daily interactions with clients and team members.

Problem-Solving and Operational Skills:

·        Excellent problem-solving skills to address customer issues and streamline operations.

·        Ability to remain calm under pressure, ensuring steady decision-making during critical situations.

Organisational Skills:

·        Ability to organize own workload and prioritize tasks to meet deadlines.

·        Strong attention to detail, important for overseeing processes and ensuring quality control.

ESSENTIAL - Technical and Industry Specific Skills:

·        Experience in providing customer service support within the context of a large format printing business.

·        Understanding the requirements of artwork, processing files, managing alterations, and liaising with pre-press personnel.

Multitasking Abilities:

·        Capacity to multi-task effectively, managing various responsibilities simultaneously without compromising on quality.

Benefits:

·        Company pension

·        Cycle to work scheme

Schedule:

·        Monday to Friday

Education:

·        A proven track record is more important than formal qualifications.

Work Location:

Coatbridge, Lanarkshire. ML5 4XD