Head of Customer Service

Position Overview

As a Head of Customer Service you will be responsible for managing the customer services function, identifying areas for improvement as well as developing and implementing robust processes. Through your organisational and relationship building skills, your aim will be to provide and promote excellent end-to-end customer service throughout the organisation, engaging effectively with both FF internal and external customers. As well as managing the customer service team, a further key feature of this role will be supporting the Sales team with provision of customer-related information/data.

 

Company Overview

About FUJIFILM Locally: FUJIFILM Imaging Colorants, Inc. is part of FUJIFILM’s Ink Solutions Group comprised of four companies based in the UK, USA, and India.  Fujifilm Imaging Colorants, Inc. has a manufacturing site in New Castle, DE where aqueous dyes, RxD, and inks are made to support the Inkjet digital printing market. 

 

About the Global Business: Celebrating our 90th anniversary in 2024, Japan’s pioneering photographic film maker, FUJIFILM has leveraged its imaging and information technology to become a global presence known for innovation in healthcare, graphic arts, optical devices, highly functional materials, and other high technology products. We use leading-edge, proprietary technologies to provide top-quality products and services that contribute to the advancement of culture, science, technology and industry, as well as improved health and environmental protection in society. Anchored by an open, fair and clear corporate culture and with leading-edge, proprietary technologies, FUJIFILM is determined to remain a leading company by boldly taking up the challenge of developing new products and creating new value.

 

Job Description

Key Result Areas/Deliverables

The CS Manager is responsible for managing the day-to-day operations of the customer service team, ensuring that the needs of customers are being met or exceeded, developing, and implementing customer service policies and KPIs. The CS Manager will conduct reviews of the customer service processes and implement action plans to deliver robust processes that ensure delivery of a best-in-class customer service to our customers.

 

• Oversee the lifecycle of orders from receipt through to safe and compliant delivery, working closely with Commercial and Operations to ensure the orders arrive on time, in full (OTIF).
• Communicate any challenges to internal and external customers. Respond to customer service issues in a timely manner. Proactively escalate concerns to manager.
• Maintain customer master data and pricing within SAP as well as additional relevant internal documents/systems
• Manage the invoice process
• Ensure sampling requests and shipment are efficiently fulfilled
• Investigate and drive corrective actions for CAPAs and customer complaints.
• Maintain accurate records and documentation, ensuring all legal responsibilities are met.
• Manage the on-boarding/set-up of new accounts, collaborating with Finance/Sales teams where necessary.

 

 

Key Roles & Responsibilities

 

The key responsibilities are outlined below.

 

End-to-end Order Processing

 

Oversee all aspects of the customer service experience to troubleshoot processes and procedures and make improvements of customer service quality

• Coordinate with sales department to incorporate plans to ensure customer requirements are being met
• Enter all customer (internal and external) orders onto SAP ensuring Order Processing Accuracy
• Liaise with Operations team to ensure OTIF
• Create and issue invoices with correct pricing and within agreed credit terms
• Monitor and record KPIs and compile summary reports based on metrics defined by Sales Manager
• Arrange transport as appropriate; follow all agreed logistic processes and work with defined logistic partners as identified by Operations function
• Compile the necessary national, EU and international shipping and despatch documentation to meet the appropriate import/export requirements as applied by each world region, customer and the transport to be used
• Determine appropriate transport method and packaging required to align with the hazardous nature of material to be shipped
• Prepare documentation to comply with any necessary regulations, compliance requirements and customs procedures

 

 

 

 

Team Management and Development

 

• Leads customer service team.
• Maintains professional environmen