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Customer Team Leader

1 month ago

Bracknell, United Kingdom Source4 Personnel Solutions Full time

Our client in Bracknell is looking for a Customer Service Team Leader to join their exciting team. Reporting into the Customer Services Manager, you will ensure your reports in the Customer Service Team adhere to protocol in all areas of our responsibility,you will lead by example since you will have your own portfolio of accounts to manage. This role allows hybrid working.

Duties
- Responsible for your reports administration of company operating system JDE Oracle, and ensuring best practise is followed in-line with company policy.
- Point of escalation for European customer delivery issues and out of the norm requirements
- Working closely with the European 3PL’s to ensure all our customer requirements are clearly understood and followed through, from booking, pre-retail, to delivering orders according to our customer’s guidelines / requirements
- Proactively contribute to quarterly reviews with our 3rd party warehouse team(s) to identify development areas and implement improvement, reviewing service levels for key customer accounts and identifying and implementing ways of improving how we supply
- Open order management is a weekly priority, which is currently carried out via a review of an Excel Spreadsheet to ensure all orders are being fulfilled where possible and released in a timely fashion by your reports and yourself.
- Oversee a portfolio of customer accounts and support your reports workload to ensure cover is provided for all relevant accounts when colleagues are unavailable.
- Responsible for the maintenance of records of delivery discrepancies and non-conformances, to ultimately ensure issues are followed through to resolution and reflected on the operating system
- Support the Customer Services manager on a number of tasks and holiday cover, this includes (but is not limited to); cost to serve analysis project, raising credits on JDE, daily system allocation runs.
- Encourage your reports to collaborate with the key customers to improve delivery efficiency

**Skills**:

- Previous experience in a customer services supervisory role
- Competent user of JDE Oracle or comparable operating system in relation to customer order management
- Proven track record of providing customer services to a large portion of our key customers in a previous role
- A knowledge of working with European territories where English is not the first language
- Experience of high volume of orders
- Competent user of MS Excel & Outlook

Please note:

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