Continuous Improvement Manager
For our client, a leader in transport and distribution in Europe, we are looking for a Continuous Improvement Manager.
Logistics & Transport
Evaluating the entire process and develop action plans to resolve the issues encountered;
Setting and monitoring performance goals;
Handling company's members/ customer complaints or any major incidents;
Providing support and giving advice to customers using organisation’s products or services;
Communicating courteously with the company's customers by telephone, email, letter and face to face;
Issuing refunds or compensation to customers;
Analyzing statistics or other data to determine the level of customer service;
Producing written information for customers, often involving use of computer packages/ software;
Drafting reports analyzing the customer service provided to our clients;
Developing feedback or complaints procedures for the company's customers to use;
Improving customer service/ operational support procedures, policies and standards for our organisation;
Being involved in staff recruitment and appraisals;
Training staff to deliver a high standard of customer service;
Learning about the company's services and keeping up to date with changes;
Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.
High school Diploma or local equivalent;
Customer service/ business support experience;
Advanced Office skills, in particular MS Excel.
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