Customer Service
2 days ago
SF Recruitment are working with a business based in Nuneaton who are looking for a Customer Service / Order Processing Team Leader
Office based
Position Summary:
The Customer Service team is the main point of contact for all Customers, whether that be internal (other departments & head office) or External (Dealers, Field Engineers, end user Dentists).. The team are responsible for handling all incoming calls; processingCustomer orders; processing returns; raising credit notes; reserving stock to orders; advising customers on technical queries and ensuring orders are accurate and shipped on time.
Reporting to the Finance Manager you will be actively involved in the day to day processing and leadership of the team, ensuring that workloads are prioritized, KPIs are met and internal processes are continually reviewed.
The incumbent will ensure regular dialogue and 1:1's with the team and coach the team with regards to their development plans, goals and Performance appraisals.
Duties and Responsibilities:
- Ensure we maintain excellent customer relations, the incumbent will maintain effective communication through both written and verbal communication.
- Coach and mentor the Customer Service team and prepare Performance Reviews, Goals and Individual Development Plans (IDPs)
- Regular 1:1s with each team member
- Maintain weekly 4DX goal reviews to ensure the team WIG is achieved
- Implement and maintain Customer Service KPIs and visuals and motivate/support the team to meet these targets.
- Support the team with the processing of orders and enquiries
- Ensure standard operating procedures are up to date and audited on a regular basis.
- Ensure FIRS (Field Input Reports) and Feedback is reported internally and to Suppliers.
- CS lead to support the warehouse team with year end stock take adjustments.
- Attend and contribute to the Quality and OFI internal meetings
- Work with the Marketing team to ensure CRM data is updated
- Ensure an environment of self-sustaining, continuous improvement consistent with corporate objectives
Qualifications and Skills:
- Minimum of 3 years' experience working in a Customer Service environment
- You will need to be well organized, structured in your approach, adaptable to change and be able to thrive in a fast-paced environment
- Excellent organizational skills and attention to detail
- Excellent interpersonal and communication skills along with a collaborative, supportive leadership style
- Lead the team through our vision and values
- Advanced Excel (pivot tables, formulae, look ups, charts etc.)
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