Customer Service Team Leader aftersales

Bridgend, Mid Glamorgan
Page Personnel Finance

Co-ordination and supervision of both the manufacturing and Customer Service teams to ensure customer orders, invoices and credit notes are processed in a timely manner. Develop and maintain internal processes to ensure customer satisfaction is continually achieved and improved

Client Details

My client is an award winning global technology brand.

Description

Key Purpose of Post:

Co-ordination and supervision of both the manufacturing and Customer Service teams to ensure customer orders, invoices and credit notes are processed in a timely manner. Develop and maintain internal processes to ensure customer satisfaction is continually achieved and improved.

Key Responsibilities:

Ensure the Health and safety of team members and visitors to site. Ensure risk assessments are generated and continually reviewed for all tasks undertaken by the team.

Day to day supervision, training, support and guidance of the Spare Parts and Customer Service teams.

Communicate with internal and external customers through various channels, while remaining committed to swift resolution of queries.

Develop comprehensive product knowledge, to support customers with technical queries.

Keep accurate records of customer interactions, transactions, comments and complaints.

Provide feedback on the efficiency of the spare parts and customer service process to the Customer Service Manager.

Ensure that all orders, invoices, credit notes, POD’s, Transfer Orders, and system transactions are processed correctly by the team, and in time for month end.

Ensure both internal and external customer calls, emails and general enquiries are responded to in a timely manner, and in line with departmental KPI’s.

To upload orders and raise Transfer Orders accurately onto the companies’ ERP system.

To supply information to both internal and external customers such as part numbers, prices, stock availability and anticipated delivery lead time confirmation.

To work collaboratively with Sales Department to ensure customer orders are tracked through the factory and delivered on time.

Liaise with Procurement, Production, Warehouse and Despatch departments to satisfy machines, parts, kits or assembly requests and priorities.

Work with Customer Services and Accounts team to resolve internal and external credit control queries.

Ensure invoices are raised for all orders received in line with departmental KPI’s.

To ensure the team delivers best in class service delivery to both internal and external customers.

Welcome the prospect of supporting best practice culture, whilst striving for continuous improvement within the Customer Service process.

Provide cover for team member absence and holidays.

Preparation of Key Performance Indicators (KPI’s) Report to clearly display the departmental performance with regards to OTIF, days late vs promise etc.

Provide and present reports on departmental performance to senior management/directors as requested/required.

Work closely with the manufacturing team and attend the daily GEMBA & Production meetings, escalating issues where necessary.

To perform other reasonable work and support at critical times, as requested by the Customer Services Manager.

Ensure high standards of 5S are maintained by the team at all times.

Profile

The successful Bridgend based Customer Service Team Leader will be:

Experience

Minimum of 2 years’ experience working within a customer service role.

Minimum of 2 years team leadership or Supervisory experience.

Customer facing experience.

Previous experience of working within a busy spare parts role.

Previous experience within an accountancy / finance role.

Special knowledge and skills

Team leadership / supervisory experience.

Computer literate including Microsoft office (especially EXCEL).

Experience of using ERP / MRP systems.

Excellent telephone manner.

Negotiation.

Job Offer

The successful applicant who becomes the Bridgend based Customer Service Team Leader can expect:

• £30,000 salary
• company pension and many attractive benefits
• Opportunity to progress within the business (both UK and globally)