Customer Services Team Leader

We are recruiting for a new position with this Newark based company. In the role of Customer Services Supervisor/Team Leader you will be responsible for a number of Customer Service Advisor's and report into the Head of Commercial. The main purpose of the role will be to - Lead all order processing and day to day customer support activities to ensure the accurate and efficient fulfilment of customer materials requirements. You will need to have a thorough understanding of import, export and customs processes and requirements. Responsibilities
• Lead customer support for all customers
• Develop and/or improve all aspects and processes used to process orders, arrange transportation and provide day to day customer support
• Maintain strong relationships with all key customers, sales managers and the warehouse team
• Balance workload amongst the team to ensure the prompt and efficient processing of orders
• Resolve basic customer support issues in line with agreed procedures
• Manage the customer complaints process to ensure prompt resolution of specific issues and to identify and ensure root causes are addressed
• Ensure Exchequer pricing records are updated and maintained as and when required
• Ensure all transportation invoices are matched and resolve any discrepancies
• Ensure all key processes and operational targets are met to ensure the prompt and efficient operation of all key contact areas (accounts, warehouse etc)
• Train, develop and guide team members
• Develop, monitor and report (monthly and annually) on department specific KPIs
• Attendee at weekly inventory planning meetings
• Chair customer complaints meetings Required Experience
• 5 - 10 years customer facing experience
• At least 5 years of business to business order processing experience
• At least 5 years of people management and leadership experience
• Process improvement experience
• Thorough understanding of import, export and customs processes and requirements Working Monday to Friday Salary £25-£35k depending on experience

Similar searches: Permanent, Full Time, Customer Services