Customer Service Team Leader

4 weeks ago

Solihull, Solihull, United Kingdom Johnson Controls Full time

Job Title: Customer Service Team Leader

Location: Solihull or Sunbury
Department: Sales/Operations
Reports To: Sales Admin Manager
Direct Reports: 2 Sales Coordinators

Job Overview

We are seeking an experienced and highly organized Sales Coordinator – Team Leader to lead our quoting team. This new role is crucial for the continued growth of the UK&I business. You will oversee the quoting process, ensuring timely and accurate quotes, and manage the day-to-day activities of two junior quoting associates. Collaborating closely with the sales and operations teams, you will streamline processes, develop pricing strategies, and ensure customer satisfaction. This role is ideal for someone with strong leadership skills and a deep understanding of pricing, customer service, and sales operations.

Key Responsibilities

  • Lead the Quoting Process: Oversee the creation of accurate and timely quotes by analyzing product specifications, customer requirements, and company pricing models.
  • Supervise Junior Team Members: Manage, mentor, and train two Junior Quoting Associates, ensuring they meet deadlines, follow company guidelines, and continue to develop their skills.
  • Review and Approve Quotes: Ensure quotes prepared by the team are accurate, compliant with company policies, and meet customer needs before final approval.
  • Collaborate with Sales and Operations: Work closely with the sales team to understand client needs, align pricing strategies, and ensure quotes reflect current inventory and production capabilities.
  • Improve Quoting Efficiency: Identify opportunities to streamline the quoting process and implement best practices to improve team efficiency and accuracy.
  • Customer Communication: Serve as a key point of contact for complex or high-value quotes, communicating directly with customers to address questions, provide pricing updates, and ensure satisfaction.
  • Reporting and Analysis: Prepare reports on quoting performance, analyze win/loss ratios, and provide insights to management on pricing trends and opportunities for improvement.
  • Team Development: Foster a collaborative and learning-oriented environment for the junior associates, providing ongoing feedback, training, and development opportunities.

What We Offer

Johnson Controls offers a competitive remuneration package based on qualifications and experience, including life and accident insurance for eligible employees. Our benefits package includes continuous training, professional development opportunities, and a supportive working environment. As part of our global team, you will be part of a diverse company that rewards excellence and inspires people to achieve their best.

Skills and Qualifications

  • Bachelor's degree in business, Finance, or a related field, or equivalent work experience.
  • 3-5 years of experience in quoting, pricing, or sales support, with at least 1 year in a leadership or supervisory role.
  • Proven ability to lead and manage a small team, with strong mentoring and coaching skills.
  • Excellent attention to detail and a strong sense of accountability.
  • Strong interpersonal and communication skills, with the ability to work effectively across departments.
  • Advanced proficiency in Microsoft Office (Excel, Word); experience with CRM or quoting software is required.
  • Familiarity with pricing models, financial analysis, and supply chain management is a plus.

Competencies

  • Leadership: Ability to effectively manage and develop a small team, while maintaining a positive and productive work environment.
  • Analytical Thinking: Strong problem-solving and decision-making skills, with the ability to review complex data and provide accurate pricing.
  • Collaboration: Capable of working closely with sales, operations, and customer service teams to meet client needs and company goals.
  • Process Improvement: Focused on continuous improvement, identifying areas where processes can be optimized.

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