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Customer Support Supervisor

2 months ago

Dunstable Bedfordshire, United Kingdom Gilson Full time

We are looking for a Customer Support Supervisor & Office Manager to join our team in the UK.
Our mission is to consistently deliver excellent customer service to all Gilson customers. As Customer Support Supervisor & Office Manager, you will effectively supervise the Customer Support teams in the UK and The Netherlands, whilst following up with customers, confirming orders, taking inbound calls and emails. Part of the responsibilities of this role is to guarantee the office management activities are performed in coordination with the budget.

Hours: Full time, 40 hours per week
Benefits: Holiday entitlement, 25 days per annum, excluding UK Public Holidays, pension and the option to join our healthcare scheme.

Office Management (40%)
Responsible for office safety, security, maintenance
Maintain office general supply inventory in coordination with budget
Manage contract and price negotiation with office vendors
Manage and maintain the lease for the building
Approve (in coordination with local management) general expenses in compliance with budget
Assist with follow-up of annual local budget
Customer Service and People Manager activities (60%)
Supervise the quote and order entry processes either through supervision of individuals who are responsible for completion of these tasks or performing these activities with “Best in class” standards
Organize the support to ALH and MLH Service team (Lab and on-site operations)
Interacts with and supports customers by phone and email answering inquiries regarding order status, stock availability, pricing, received invoices, returns and credits
Organize support to sales reps and INSS as regards to tenders & RFQs
Support local inventory planning in close cooperation with Sales and the central EU planning function
Support annual or cycle sales and service stock counting activities
Motivates and provides leadership for the staff maintaining a positive attitude and a focus on providing quality products and services
Support transitioning process of CS Team from an Operational/Admin organization to a Commercial organization
Ensure basic technical knowledge and ERP/CRM/webshop skills of customer service coordinators, organize full & refresh trainings in relationship with the European Business Process Management Team
Assess team performance, communicate clear objectives and organize regular communication to the team
Lead local implementation of European projects (IT, Organization, Practices, Quality …)
Support CS Team with the “Quote to Cash” process based on Business (practical activities)
This job may require periodic travel between the UK and The Netherlands .

Previous experience in Customer Service and Office Management (5 years minimum)
Excellent communication skills, with the ability to converse (written and verbally) in both English and Dutch
Proficient with ERP and CRM
Proficient with MS Office applications