Customer Service Team Leader

5 months ago

Hemel Hempstead, United Kingdom Martin Brower Full time

Overview:
Martin Brower is a global supply chain leader that provides smart, sustainable solutions for customers across 18 countries. We are dedicated to creating an outstanding work environment for our team of 12,500+ employees, who combine our expertise with the latest technologies to deliver unmatched value for our customers.

**Responsibilities**:
**1 x Customer Service Team Leader (Full-time, permanent)**

**Location: Hemel Hempstead DC**

**Shift: Monday to Friday (including 1 weekend in 3)**

**Position summary**:
Customer Service is at the centre of all ongoing client communication, as a department we are the guardians of the service we provide and the impression that our clients communicate. As a department our main goals can be summarised as having 100% Client satisfaction with the delivery and management of the Martin Brower service, the proactive management of our customers and to deliver an effective and professional Customer Service to our customers Restaurants.

**Major duties & responsibilities**:

- Ensuring that all new sales orders and amendments to existing orders are managed in accordance with McDonalds Service Level Agreements and internal processes, through liaison with internal departments and directly with the McDonalds
- Ensuring you set accurate client expectations and that these are achieved in relation to Service Level Agreements
- Ensuring all processes are executed in line with existing company procedures and to deadlines.
- Ensuring accuracy for all transactions is conducted within operating parameters and subsequent errors are rectified in line with internal or external service level obligations
- Ensuring all client queries are resolved in a timely and professional manner (resolving all queries at first call wherever possible), liaising with internal departments when appropriate and owning the final resolution
- Escalating client queries in line with internal processes
- Ensuring you provide customers with information on progress and where necessary process credits in line with the operating parameters defined at the time.
- Ensuring all client communication whether verbal or written is dealt with professionally and recorded accurately in the appropriate business system

Qualifications:
**Technical Competencies**:

- Relevant experience within a customer service environment, with 0-1+ years of that being in a supervisory capacity
- Experience in call handling systems
- Excellent data entry
- Experience of data modelling, reporting and analysis tools
- Competent in use of Microsoft Access, Excel, Word, PowerPoint and Outlook

**Behavioural competencies**:
**Adaptability**
- Accepts and adapts to changes
- Learns new skills to meet new needs of the business
- Suggests changes and improvements

**Quality Work Output**
- Produces quality work
- Follows safety practices and compliance policies
- Uses time wisely and gets things done
- Meets or exceeds deadlines
- Takes responsibility for own actions

**Service Orientation**
- Supports the company's mission, vision and values
- Meets or exceeds customer needs
- Responds to requests in a timely manner
- Takes initiative to meet customers' needs

**Resourcefulness**
- Uses materials, processes and tools efficiently
- Takes initiative to solve problems
- Does the most important work first
- Gets things done while still upholding ethics, integrity, compliance and company values

**Teamwork**
- Works with others to get things done
- Openly shares feedback and information that helps the team
- Treats others with respect
- Is approachable to others
- Listens so others feel heard
- Develops relationships built on trust

**Physical Demands and Work Environment**:
This list is not intended to be exhaustive. During the course of your employment the duties of the role may change from time to time to meet changing business circumstances. In the interests of flexibility, the Company reserves the right to ask that you perform duties instead of or in addition to your normal duties provided that these duties are reasonable and within your capabilities.

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