Customer Service Team Leader

1 week ago

cramlington, United Kingdom Pure Fishing Full time
Job Description

About Us


Pure Fishing is a leading global provider of fishing tackle, lures, rods and reels with a portfolio of brands. We have operations in 23 countries with office bases throughout Europe. Our mission is to provide the ultimate experience for anglers and customers through leading brands, innovative products, and superior services delivering exceptional financial results by a passionate, high performing team. We are dedicated to helping you have more fun and catch more fish Please see our website for further information.


Job Summary


Reporting to the Customer Service Manager UK & Nordics, the postholder will be responsible for overseeing and managing the Customer Service team, supporting & driving sales targets and KPIs to increase overall growth & profitability of the business, whilst ensuring that the highest standards of customer service are met and exceeded.


Specific Responsibilities


  • Setting clear objectives and deliverables (KPI’s) for the overall Customer Service agenda that supports the overall commercial targets and strategy.
  • Building and sustaining a multi-skilled Customer Service team so that each member can competently and confidently process customer orders, handle sales/after sales enquiries, and provide an efficient service to our customers and the field sales team.
  • Improving internal processes to increase overall efficiency and creating new procedures where needed.
  • Pricelist management set up and ensuring that proper pricelists are set up and correctly uploaded in the system before each booking order season begins.
  • Providing regular retail sales analysis, preparing timely and accurate sales reports for senior management and suggesting improvements to further drive sales.
  • Developing team ethos by holding structured individual and team meetings, providing clear and concise communications, and encouraging feedback and information flow.
  • Supporting with any customer service escalations and complaints.
  • Liaising with our Marketing department for any website updates or discrepancies for customer and B2B listings.
  • Working closely with our Warehouse Manager/s to maximize logistic efficiency and securing optimum order flow.
  • Any other duties of a similar nature as reasonably requested by the company.


Role Requirements


  • A minimum of 2 years similar leadership experience, with demonstrable experience in leading, motivating, and ability to inspire others in a Customer Service and commercial environment.
  • Excellent interpersonal skills, with the ability to successfully build & maintain customer relationships.
  • The ability to demonstrate a positive attitude, flexibility and willingness for continuous improvement and learning.
  • The ability to plan, organize and prioritise a busy workload.
  • Proficiency in Word, Excel, Outlook and other Microsoft packages.
  • A good working knowledge of SAP is required.
  • Knowledge of the fishing tackle industry and products is desirable.


What we can offer


An attractive and competitive compensation/benefits package is available for the successful candidate, based on skills and experience, together with the learning, development and career opportunities you would expect in a global organization. We have a great flexible team-working environment, a highly dynamic and passionate team to work with, and the opportunity to progress for the right candidate.

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