Customer Services Manager

The Company

Work at the heart of a thriving company with true entrepreneurial spirit, outstanding products and an enviable brand reputation.

In a world of constant connectivity, multi-tasking and distraction, JING preserves the values of Asia’s ancient tea culture; a culture that appreciates nature, skill and focus. We share authentic teas that reflect the true taste of their origin, and design teaware that combines modern form with function refined over millennia.

We are the tea brand of choice for the world's most respected influencers in the food and beverage industry. People all over the world enjoy our tea ceremonies in their homes, and in the best restaurants and hotels (including over 70 Michelin starred restaurants). Our website is our primary consumer channel, seeing strong growth every year.

“(THE) TEAS ARE QUITE SIMPLY BEAUTIFUL AND THE TEXTURES AND AROMAS THEY PRODUCE ARE EXQUISITE…IT’S THE PERFECT GRAND FINALE TO A MEAL AT THE FAT DUCK.” Heston Blumenthal

Customer Services Manager:

The Customer Services Manager will have a passion for excellent customer service and will use their outstanding communication and organisational skills to lead the team to satisfy the needs of every customer.

Overseeing a small team, the Customer Services Manager will work with the Operations Manager to continually enhance, inspire and motivate the team, the customer service and the business proposition.

The Customer Services Manager will also work closely with the sales team to retain, grow and win new accounts.

The Person:

Reporting to the Operations Manager, Customer Services Manager thrives on customer satisfaction. 

Key Competencies:

• excellent organisation and efficient at managing time.
• strong motivational skills.
• excellent written and spoken communication skills with customers and internally; able to present facts clearly;
• high level of ability in sales order processing (ideally using Sage), managing process from receipt of order to invoice.
• good problem solving ability.
• sees tasks through to completion.
• accuracy, excellent use of systems and processes.

The Role

Key responsibilities

• management and development of the customer service function and team; including training and recruitment.
• overseeing domestic order processing within the B2B channels.
• channelling, and responding to customer queries, order queries and new business leads.
• managing a portfolio of accounts, including working with customers to advise on product ranges, marketing initiatives and new product launches.
• working with the finance team to ensure that credit control processes set by finance are followed within the customer services team.

Experience and Qualifications

• excellent experience in customer service with sales order processing (SOP) in the premium/luxury FMCG sector.
• managerial experience within a customer services environment.
• highly computer literate: use of order processing packages and good excel skills.
• logistics and interacting with warehouse/fulfilment.

Nice to have, but not essential

• good working knowledge of Sage 200 (using SOP functions).
• a passion for tea and knowledge of the tea industry.