Customer Service Supervisor

1 week ago


Sutton Coldfield, Birmingham, United Kingdom Reed Business Support Full time

The Role

  • To support and coordinate the internal team to deliver exceptional customer service
  • To be a team player, ready to support colleagues and customers where needed
  • To set and oversee KPI's for the team, assess and report on their performance
  • Monitor daily performance of the team, ensure work flow is managed efficiently
  • To ensure orders are processed accurately and in a timely manner
  • Training staff and ensuring they have the tools and knowledge for their role
  • Dealing with complaints, investigating and resolving any issues swiftly
  • To ensure all prices, administration and customer records are maintained correctly
  • To quote prices to customers with direction from the Head of Sales
  • Carry out projects
  • Responsible for analyzing and reviewing data
  • Perform outbound calls to customers to identify and create opportunities
  • Responsible for developing new business
  • Ensure the correct maintenance of followup procedures and standard measures to potential clients
  • Ensure the team timetable and perform followupcalls in response to requests for information
  • Responsible for supporting sales office functions in times of absence and holiday leave.
  • Responsible for updating the company database with customer information changes and adding new customer details in your areas of responsibility
  • Conduct monthly reviews and annual appraisals

Competencies
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Customer Service - build a strong focus on service delivery within the team; be thoughtful and thorough in building and maintaining relationships with internal and external customers. Understand and anticipate customer needs and striveto exceed expectations in this area by supporting internal and external customer service improvement initiatives.
-
Personal Motivation/Passion and Drive - establish high performance standards and a drive for results. Strive for improvement to own skills, knowledge and behavior and those of your team. Take responsibility for achieving and persevere despiteobstacles.
-
Personal Adaptability - work comfortably and effectively in an environment of change. Tackle problems positively, receptive to new ideas and respond with flexibility and optimism.
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Communication - communicate information and change in a timely fashion. Demonstrate co-operation and trust with colleagues and teams. Inspire others to excel by clearly communicating business values and direction. Demonstrate effectivewritten and oral communication.
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Teamwork - work efficiently and effectively in a team environment to achieve shared business targets and goals. Respect and support your fellow colleagues to ensure excellent service delivery to all internal and external customers.
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Integrity - understand and take into account the global nature of the business and work well with team members from other cultures and countries. Listen effectively, understand other points of view
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