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Customer Service Team Leader

3 months ago

Wellingborough, Northamptonshire, United Kingdom Wilsonart Ltd Full time

Wilsonart is a world-leading engineered surfaces company, driven by a mission to create surfaces people love, with service they can count on, delivered by people who care. Our market leading UK brands include Bushboard, Shore Laminates and Mermaid Panels, spread over 3 sites in the UK, all offering the best in surface design.

Do you want to work for an evolving, innovative, and inclusive company? A company built on big ideas. Wilsonart is made up of exceptional people relentlessly pursuing innovation. We are proud of our company and how we serve our customers, and we work very hard to deserve the trust of our customers, our peers, and our planet. We are passionate about what we do and where we're going. We are on the moveAnd it's going to be big
We currently have an exciting vacancy for a Customer Service Team Leader, reporting directly to the UK Supply Chain Manager, supporting the company's customer service activities by directing and overseeing team members across the business units, resolving customer questions or complaints, developing programs and procedures to enhance productivity and performance

Principal Elements

Managing the order process for B2C Customers including arranging delivery dates, collection dates and providing comms for B2B customers.

  • Provide Administration support in reporting to customers on a weekly basis
  • Receiving Inbound calls from End users looking for product and installation advice advising accordingly
  • Receiving phone calls from B2B customers to provide product knowledge and query resolution at order placement
  • Advise customers of potential delays to future orders and give accurate information prior to order of potential delivery dates
  • Receipt customer orders and input/transact into the Epicor & Winman systems ensuring that any anomalies are communicated with the customer and orders are acknowledged within 24 hours
  • Working closely with the planning teams ensuring order intake is achievable based on production capacities.
  • Managing the order process for B2C Customers including arranging delivery dates, collection dates and providing comms for B2B customers.
  • Provide Administration support in reporting to customers on a weekly basis
  • Receiving Inbound calls from End users looking for product and installation advice advising accordingly
  • Receiving phone calls from B2B customers to provide product knowledge and query resolution at order placement
  • Promoting the desired business culture, business ethics and business initiative
Job Context/ Key Challenges

  • Supporting the improvement of OTD and service levels to drive customer satisfaction and generate value
  • Supporting systems development
Knowledge and Experience Key attributes

Essential:

  • Previous Customer Service Experience, particularly within a manufacturing environment.
  • IT literate. Must have excellent Microsoft Excel skills including the use of advanced functions
  • Strong planning and organizations skills
  • Excellent clear communicator with a high level of numeracy and literacy in English.

Desirable:

  • Knowledge of Winman or SAP.

Qualifications:

  • The position requires good level of education. You should possess as a minimum GCSE (or equivalent) in English and Maths.
  • Ideally Level 3+ qualifications, A Levels and preferably a degree or equivalent.

Benefits:

  • Life Insurance
  • Employee Assistance programme
  • Pension Scheme
  • 25 days holiday plus Bank Holidays
  • Discretionary Company Sick Pay Scheme outlined in the Terms and conditions
  • Free Parking
  • Free Hot Drinks Vending Machine On-Site for All Staff
  • Staff Discount Purchase Facility


 Reward Gateway
  • Discover fantastic discounts at a host of retailers
  • Long Service Awards: The company will make awards for long service of 10 years +

Job Types:
Full-time, Permanent

Salary:
Up to £31,000.00 per year

Benefits:

  • Company pension
  • Employee discount
  • Free parking
  • Life insurance
  • Onsite parking
  • Sick pay
  • Wellness programme

Schedule:

  • Day shift
  • Monday to Friday

Ability to commute/relocate:

  • Wellingborough: reliably commute or plan to relocate before starting work (required)

Experience:

Customer Service Team Leader: 1 year (required)
Customer Service: 3 years (required)

Work authorisation:

  • United Kingdom (required)

Work Location:
In person