Customer Service Lead

2 months ago

Livingston, United Kingdom Paragon Inks Ltd Full time

**Job Role (summary of the role)**:
The Customer Service Lead is a supervisory role within the business, responsible for ensuring that day-to-day order processing is conducted in an efficient and effective manner to consistently deliver on our customer expectations. This position is part of the Supply Chain structure, reporting into the Supply Chain Manager. The Customer Service Lead will have 2 x direct reports.

Key responsibilities of this role include activities such as:

- Leading the Customer Services Team & Communicating Effectively
- Overseeing the Order Processing and Confirmation Activities for International and Domestic orders
- Customer Communications and Relationship Management
- Facilitation of the Weekly Orders Planning Meeting
- Customer Complaints Management via Q-Pulse
- Providing Sales support, reporting and generation of quotations/prices to customers.
- Work closely with the Supply Chain structure (Despatch and Purchasing) as well as other key departments (Manufacturing, QC and R&D)
- Active Participation in Problem Solving to Improve Operational Performance

The Customer Service Lead is ultimately responsible for ensuring our customer’s receive clear communications and timely progress updates on their orders to ensure expectations are managed and customer satisfaction is high. Internal communication with the Business Development and Sales Team must equally be to a high standard as well as working closely with the respective departments (Manufacturing, R&D and Quality).

Qualifications / Experience Required:
5 years’ experience working within customer service or customer facing role.

Strong communication skills - must be able to deal with external customers in a professional and courteous manner. Must be able to work with internal departments and intercompany sites (USA and Australia).

Strong desire to succeed and strong worth ethic

A positive attitude and self-motivator

Strong attention to details skills

Excellent organisational and time management skills

Excellent problem-solving skills

Well-presented and professional manner

Must be able to work independently and in a team environment

Knowledgeable in logistics (sea, air and road freight).

Experience in using MRP systems - Previous SAP experience, advantageous.

Dangerous Goods trained, advantageous.

Experience of KPI’s and reporting, advantageous.

Pay: £27,000.00-£30,000.00 per year

**Benefits**:

- Company pension
- On-site parking

Schedule:

- Day shift

Supplemental pay types:

- Performance bonus

**Experience**:

- Customer Service: 5 years (required)
- Supervising: 3 years (required)

Licence/Certification:

- Driving Licence (preferred)

Work Location: In person

Application deadline: 03/05/2024

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