Customer Service Team Leader

3 weeks ago

Southampton, United Kingdom Hays Specialist Recruitment Limited Full time

Customer Service Team Leader needed based in Hamble
**Your new company**
My client are a leading global supplier within medical and biotechnology to semiconductor and industrial markets.
**Your new role**
Main duties:

- Team Leadership
- Management of the Customer Service team in Hamble
- Manage behaviour and time allocation of team members, using our internal continuous performance systems
- Provide point of escalation for any customer queries or complaints
- Manage team development by organising internal training and ensuring training records are maintained. Highlight relevant external training to Line Manager and HR.
- Actively participate in the on-going assessment of customer support processes and incorporate approved improvements.

Customer Services
- Maintain administrative control to assure that sales orders are processed promptly and accurately and works with Supply Chain to coordinate outgoing material.
- Manage (in cooperation with Sales) customer-specific Supply Chain solutions, such as Consignments, Kanban
- Work closely with Operations, Engineering and Quality teams to process orders and order confirmations in a timely fashion in line with KPIs.
- Custodian for managing order dates and ensuring they are accurate based on date management guidelines.
- Administrate all pre-agreed discounts (e.g. distributor) and pricing
- Administrate open order reports, forward order book for analysis by Business Line & Operations forecasts, maintain order coverage and supply agreements
- Maintenance of new and existing customers records on the system
- Receive and processes sales orders, and customer returns received and responds to customer questions regarding price and delivery schedules within required SLA.
- Inform customers regarding the status of material or equipment ordered and expedites service whenever possible.
- Coordinate activities with Finance department in ascertaining credit worthiness of customers and maintains information regarding credit holds and credit limits.

**What you'll need to succeed**
- Experience in a leadership position
- Professional experience in Customer Service/Operations or an interface department.
- GCSE English and Maths to a good standard.
- Excellent written and verbal English
- Competent with use of MS Office
- Dedicated to meeting the expectations and requirements of internal and external customers

**What you'll get in return**
£28,000 - £32,000 per annum
**What you need to do now**
If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.

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