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Publishing Customer Services Manager

An exciting role has arisen for a Customer Services Manager to join a prestigious global Publisher based in London. Reporting to the Director of Customer Support and Services your role will include managing a small team as well playing a key part in transitioning the team to a new fulfilment system. Responsibilities will include the following:• To manage the changes necessary to work in this new environment, including analysis of existing processes and workflows and organisation of the team for maximum efficiency.• To define new job roles and review resourcing levels in light of the changes.• To manage the workload off-shored to India.• To work closely with the sales team to ensure that the customer service team is offering a high level of service and meeting the agreed SLA’s. • Liaise with US counterpart as well as support customers in EMEA, APAC and INDIA. This senior position is responsible for managing a team who work on processing book orders and journals subscriptions as well as supporting customers. The ideal candidate will have the following:• Excellent people management skills/experience preferably in the Publishing Industry within a customer service environment. • Proven change management experience.• Excellent customer service, communication and administration skills.• Excellent presentation experience• Experience of working in a global environment.• Applicant should be educated to degree standard with exceptional customer service skills.• High level of computer literacy including experience of using web based software and Microsoft packages. Interested?? We would like to hear from you. Please email your CV demonstrating your experience by clicking the apply button below. Please note, due to large volume of applications only shortlisted candidates will be contacted.

Job added on 14-11-2014