Customer Service Team Lead

2 days ago

High Wycombe, Buckinghamshire, United Kingdom Avery Dennison Smartrac Full time

About Avery Dennison Smartrac

A global leader in materials science and digital identification solutions, Avery Dennison Smartrac provides innovative branding and information solutions that optimize labor and supply chain efficiency, reduce waste, advance sustainability, circularity, and transparency, and better connect brands and consumers.

Our products and solutions include labeling and functional materials, radio frequency identification (RFID) inlays and tags, software applications that connect the physical and digital, and a variety of products and solutions that enhance branded packaging and carry or display information that improves the customer experience.

Serving an array of industries worldwide, including home and personal care, apparel, general retail, e-commerce, logistics, food and grocery, pharmaceuticals, and automotive, we employ approximately 35,000 employees in more than 50 countries.

Job Description

This is a hands-on Team Leader role with responsibility for leading a small team within the EU and UK, as well as managing the order-to-delivery process, ensuring fast and reliable order fulfillment for customers in the EMEA region.

Alongside providing Customer Service for a region, the role will manage the day-to-day running of a team of Customer Service Representatives for the Fasteners (FSD) division, ensuring coverage and support to the Printer Division (ID Solutions).

Key Responsibilities:

  • Accurate and timely entry of orders onto the order management system.
  • Liaising with Customers to confirm orders, gather additional information as necessary, and keep them informed of progress.
  • Checking progress, lead-time, and quantity for each order.
  • Liaising with planning/purchasing to ensure customer orders are prioritized and progressed appropriately and service levels are met.
  • Ensuring clear and correct dispatch instructions, terms of delivery, forwarder details, are provided to the dispatch team.
  • Proactively informing customers of order/shipment discrepancies and providing the intended resolution plan.
  • Liaising closely with the relevant Territory Manager and Internal Sales Representative for the Country/Region to help deliver sales objectives and address the needs of customers.
  • Running and monitoring back-order reports for designated customer base (daily or weekly depending on the area).
  • Proactively supporting TM with specific campaigns, this may include contacting existing customer base with special promotions.
  • Dealing promptly and effectively with customer requests and queries, including invoice queries, to meet required time-scales.
  • Liaising with Credit Control/Finance to resolve all invoice queries.
  • Liaising with external service providers such as courier services and forwarding agents to resolve delivery queries.
  • Building close relationships with all internal and external contacts to constantly improve information flow and the order process.
  • Maintaining accurate and up-to-date customer records and price lists in the systems.
  • Collating information and producing reports as required.
  • Working with other members of the Sales, Marketing, and Operations teams to identify issues, propose solutions, and take part in projects to contribute to operational and sales efficiency.
  • Promoting a coordinated approach within the Customer Services team and providing cover for other team members in their absence.

Customer Service Team Leader Key Responsibilities:

  • Leading Customer Service team on day-to-day issues, and leading daily meetings - collaborating with internal teams.
  • Managing team performance, training, and workload.
  • Following employment policies, such as Absence Management, Discipline, and Grievance.
  • Report writing, setting objectives, and conducting team members' annual reviews through our internal GPS system.
  • Leading continuous improvement initiatives and working to improve credits, queries, and targets.

Requirements:

  • Fluent English, plus fluency in either French or Italian is required, fluent in both is beneficial.
  • Experience of customer service at supervisor level, preferably within a business-to-business environment.
  • Experience of managing people and leadership is strongly preferred.
  • Experience of liaising with an internal distribution department to ensure delivery of the product to the customer would be an advantage.
  • Experience of liaising with customers/internal departments located outside the UK would be an advantage.
  • Experience of using an Oracle and Google suite packages is preferred.
  • Strong administrative and organizational skills.
  • Demonstrated the desire to progress and take on extra responsibility.

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