Customer Service Team Leader

Mast Group Ltd. are a world class manufacturer and supplier of diagnostic products for clinical, industrial and veterinary testing. As an independent company, since 1959, our commitment to maintaining integrityand customer satisfaction, combined with innovation in in-vitro diagnostics, has resulted in improved clinical decisions and pathways.

We are looking to recruit a highly skilled and conscientious Customer Services Team Leader to join the Customer Services Team based at Daresbury Park, with travel to our Bootle site when required. The successful applicant will lead the Customer Services team in the operation, maintenance and continuous improvement of the customer and administrative support systems with the aim of assisting the Company in achieving its sales and serviceability objectives.

THE ROLE

· To lead the Customer Services team and ensure all members provide excellent pro-active service to all Mast Group Ltd. Customers. Management of the CS team to achieve defined Key Performance targets, inclusive of the following responsibilities:

o To plan workloads and delegate tasks whilst clearly communicating goals & deadlines along with relevant company updates to team members

o To create a productive work environment for the team, performance reviews and provision of feedback to team members.

o Develop and lead individual, tailored training plans for new and existing staff members, ensuring training is scheduled as required.

· To ensure the sales order book achieves maximum invoiceable revenue on a weekly basis. In the event of back orders, leading on the management and stock allocation to support sales order book fulfilment

· To build good working relationships with customers and distributors through working closely with the sales team, product managers and marketing.

· To ensure the Customer Service team effectively operate the administrative and order processing functions of the Company related to all Mast Group Ltd. operations. To own these processes and develop a system for continuous improvement of these functions. To be trained (and train out) these processes and be able to perform relevant procedures as required whilst keeping procedures relevant and up to date.

o To take responsibility for training of new team members in the Customer Services processes.

o To lead the consistent and timely reporting of Customer Service Key Performance targets.

o To ensure the Customer Service team own, manage keep up to date and ensure all appropriate databases are accurate, e.g., customer records including delivery address, VAT codes, territory allocation etc.

· Lead on cross-functional interactions and systems improvements e.g., complaints & CAPAs, enhanced use of CRM and e-systems alongside continued development of team product knowledge

· Support/Lead as appropriate the implementation & management of Pricing and Discounting processes, ensuring they are implemented appropriately within the team & ERP integrated systems, inclusive of shipping & handling costs

· Support Account Managers with co-ordination of accounts: To assist the sales team as appropriate in ensuring that all quotations and tenders are processed according to appropriate deadlines and standards.

· To ensure no orders are processed without; valid PO; payment is first received for Cash-in-advance accounts. Credit stop override is performed in combination with credit control along with responsibility for authorisation to agreed levels for credit notes.

· To ensure the Customer Service team lead on the resolution of queries & issues relating to all Mast Group Ltd. orders

· To ensure Third Party Product Order Management is managed appropriately within the Customer Services team and cross-functionally.

· Communicating the need and precise nature for CS related customer communications.

· Subject Matter Expert for audits as required

THE PERSON

• GCSE or equivalent in English and Maths
• Experienced user of ERP such as SAGE
• Worked as CS
• Knowledge of SAGE
• Good IT skills
• Experience of direct customer interaction roles
• Able to work quickly to a high degree of accuracy and precision under pressure.
• Able to anticipate and solve a range of work-related problems using own initiative within the remit of the role.
• Able to work with cross-functional teams to deliver to the business' requirements
• Good understanding of current business best practices in customer service and communications
• Previous experience of working within the in–vitro diagnostics industry/ general understanding of the Scientific environment and market is desirable

· Experience of managing Customer Service teams is desirable

· Experience of continual improvement projects is desirable

· Experience of writing, updating and introducing new standard operating procedures

• Experience in managing customers' accounts
• Responsible attitude and able to use initiative including working to deadlines
• Previous experience in audit environments
• Previous experience training team members

In addition to the specified duties the employee is expected to perform additional tasks when reasonably called upon to do so.

We offer

Competitive salary dependent on experience

23 days holiday plus Bank holidays

Auto Enrolment on Pension

Private medical insurance

Enrolment onto Group Income Protection

Enrolment onto Group Life Assurance

Job Types: Full-time, Permanent

Benefits:

• Company pension
• Life insurance
• On-site parking
• Private medical insurance
• Sick pay

Ability to commute/relocate:

• Warrington WA4 4HS: reliably commute or plan to relocate before starting work (required)

Experience:

• Customer service: 5 years (required)

Work Location: In person