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Customer Service Lead
3 months ago
Customer Service Team Lead
Havant, Hampshire Competitive Full-time, Permanent Hybrid Working
As the Customer Service Team Lead, you will act as a key representative to the wider group network through managing tenders, projects & orders for spare parts, new build, and retrofit or upgrade projects.
You will provide leadership and co-ordination of 5 co-ordinators who are responsible for correct, up-to-date and accurate office back up support for the sales team, in order to ensure sales growth and margin of the company portfolio. You will manage the order book for our customers, ensuring customer satisfaction related to all activities, in line with KPIs.
You will also be a focal point for short and long term order intake pipeline information (S&OP) and a key stakeholder in the company's portfolio management.
Role Responsibilities
- Team leadership of Customer Service Co-ordinators who support the global customer base for all parts, retrofit or upgrade opportunities and orders.
- Management of pre-order and post-order support services including but not limited to; quotations, order processing, contract review, contract execution & technical support.
- Support Customer Service Manager with strategic business priorities
- Customer contact and liaison to delivery for projects.
- Proactively provide exceptional customer satisfaction.
- Proactive approach to achieving and exceeding Customer Service KPIs.
- Input & key player for the S&OP and Portfolio management.
- Ensure all procedures/work processes comply with all audit requirements.
- Compliance at all times with appropriate QA, information handling, Export Control and Health & Safety procedures.
Person Specification
- Previous experience in customer-facing, account management type role.
- Demonstrable team leadership experience, acting as a point of escalation for coordinators, able to troubleshoot and support.
- Able to create and develop strong working relationships with internal stakeholders.
- Process driven, able to implement and drive in-house processes to meet deadlines.
Note
Due to the nature of work the organisation undertake, the successful applicant will be required to undergo and pass SC Level security clearance. Therefore, applicants must be a UK National, who has resided and worked in the UK for the past 5 years.
Wish to apply?
Please send your CV to Anna Curtis at Insignis Talent -
