Senior Customer Service Representative

Senior Customer Service Representative (Supplier Management Focus)

Purpose of the Role

To oversee and support the day-to-day operations of the supplier-facing Customer Service team, ensuring accuracy and efficiency in purchasing support, supplier communication, and inbound forecast management.

You will act as the main point of contact for supplier-related escalations and work closely with the Team Leader to maintain consistency in processes, training, and continuous improvement.

This role also provides updates to the Team Leader regarding supplier-side team performance, highlighting progress, challenges, and key metrics to assist with staff development, KPIs, and bonus assessments. (Reports to the Customer Service Manager).

Key Responsibilities

• Oversee the supplier-focused service team to ensure accurate and timely completion of all purchasing and supplier support tasks.
• Act as the primary escalation point for supplier issues, ensuring swift and effective resolution.
• Support the management of purchase orders, deliveries, offers, price lists, and inbound forecasts, ensuring communication protocols are followed.
• Collaborate with internal departments to resolve supply or data-related discrepancies and support Supply Chain to maintain inbound continuity.
• Work closely with the Senior Customer Service Representative (Customer Management Focus) to maintain, develop, and align the inbound customer journey piece.
• Support existing accounts on a BAU basis and ensure continuity in service delivery.
• Manage the daily workload, priorities, and support needs of Customer Service Representatives and collaborate with the Team Leader on any changes from BAU.
• Take involvement in creating, monitoring, and reporting on customer SLAs, KPIs, and performance metrics to drive service excellence.
• Identify and escalate opportunities for supplier relationship or data management improvements to the Customer Service Manager and Team Leader.
• Support onboarding, mentoring, and ongoing training of new and existing supplier-side team members alongside the Team Leader.
• Provide regular feedback to the Team Leader on team performance, highlighting strengths, development needs, and process challenges.
• Ensure team members demonstrate effective time management, accuracy, and adherence to SLAs.
• Collaborate closely with the Senior Customer Service Representative (Customer Focus) to ensure a unified and efficient Customer Service function.
• Work closely with the Senior Customer Service Representative (Customer Focus) to build knowledge to the relevant standard to provide cover during leave periods.
  
  • Be prepared to take on additional duties as assigned by the Customer Service Manager to support business needs.

Essential Requirements / Experience

• Strong communication and relationship management skills.
• Proven experience in managing supplier relationships or purchasing operations.
• Excellent organisational and prioritisation skills.
• Demonstrates out-of-the-box thinking.
• Prepared to challenge to improve.

Recruitment Agencies;

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