Customer Service Supervisor
2 days ago
I am working with a well-established family run manufacturing organisation based in Maidstone who are looking to recruit a Customer Service Supervisor to head up their customer service function.
The company offer a 97% next day delivery service to customers whilst holding a high level of service to customers therefore this role will be very process driven and fast paced.
The position for the customer service supervisor will be to ensure the customer service team work efficiently, accurately and effectively. You will supervise a team of customer service coordinators and oversee the process of on average 100 orders per dayas well as personally getting stuck in.
Responsibilities and duties of the customer service coordinator include:
- Responsible for a specific territory of accounts, for which you will respond to enquiries, complaints, and issues, as well as processing orders and credits.
- Coordinate CSCs and ensure workloads are suitably managed, with work being shared/distributed as required
- Report on the CSCs’ performance and carry out appraisals as required
- Provide training to all department personnel ensuring the induction and training of new staff is delivered to expected standards
- Ensure complaints are dealt with
- Carry out and/or coordinate coverage of workload during periods of CSC absence
- Liaise with various management teams to report issues
- The Customer Service Supervisor is to ensure greater success with upselling and offering of alternatives to non-stock items - with the ability to make decisions on the urgent ordering of stock where necessary
- Make sure all CS teams KPIs are met
The skills and experience required for the Customer Service Supervisor:
- Previous experience of supervising a team of staff
- Previous experience of working to deadlines and ideally within a dispatching environment
- Process driven
- Good people management skills
- Strong organisational skills
- Adaptable and flexible in order to cope with a demanding workload
- Ability to learn and develop with the role, successfully completing all training required
- Experience of using CRM
- The ability to work within a team structure
What’s in it for you as a customer service supervisor?
- Salary depending on experience £28000-£31000
- Office based position within a modern office space with break out rooms, changing rooms & showers, chill out rooms.
- Free onsite parking
- Monday - Friday 9am-5:30pm
- Pension contribution
- Attendance bonus
- Health and wellbeing package
- Lifestyle perks (shopping discounts and study packages)
- Healthcare cover with Benenden
- Long service awards
- Lifestyle perks
- Cycle to work scheme
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