Export Customer Services Team Leader- Supply Chain

**Working for Hochiki Europe**

At Hochiki Europe we believe that our customers deserve the best, both in terms of the manufactured product, but also the service we offer. We know that our people are key to our ongoing success and we recognise and value and contribution that our teamsmake. In return can offer full and rewarding careers, competitive benefits and great opportunities in a supportive and dynamic environment.

**Department: Supply Chain**

**Location: Gillingham**

**Role Purpose**

To provide team leader support to a small team who are responsible for sales support of Hochiki’s products to international customers and prospects, whilst at the same time managing a portfolio of customer orders on an individual basis.

**Who you’ll report to**

Supply Chain & Logistics Manager

**Direct reports**

Customer Services/ Export Coordinators/Trade compliance

**What you’ll be doing**:

- To work with the Supply Chain & Logistics Manager and other Team Leaders within the department to take accountability for improving, standardising and automating customer service processes using SAP system and Lean Methodology
- Managing key accounts for customers and subsidiaries, including driving a monthly status update for key clients
- Dealing with incoming orders from customers in line with the order processing procedure onto the SAP system, issuing order acknowledgements to customers and uploading documents to the system.
- Complete Order Management liaising with customers and other members of the sales team both internal & external, procurement team, the warehouse, production and Finance to ensure Customer Satisfaction and organisational key metrics of OTD and OTIF
- Support sales Revenue Forecasting on a weekly basis
- To efficiently respond to customer enquiries with respect to product availability, estimated delivery dates etc.
- Preparing documentation and shipping instructions via Chamber of commerce and Embassy’s to ensure trade compliance
- Supervise a small team of coordinators daily, taking responsibility and implementing a workflow for the export team.
- Supporting the team in dealing with escalated queries and potential complaints and taking ownership of feeding back issues to the Supply Chain & Logistics Manager and the sales team
- Creating efficiencies in terms of shipping costs and forwarder relationships
- Take accountability for individual and team performance through conducting reviews and managing absence and setting yearly objectives
- Provide support to the other team leader when required and assist in cross training team members
- Following Trade Compliance & Brexit controlled rules as and when generated/updated by HMRC
- Any other duties as and when required within the supply chain department
function.

**Who you’ll be working with**
- Internal Departments, up to Management level
- Overseas Offices in Italy, Dubai and India
- Customers in UK and the EMEA regions

**Person Specification**

We are looking for individuals who are highly motivated and have a passion to contribute to the success of Hochiki. In addition to this, you will possess the following:
**Qualifications**
- Essential: GCSE’s or A Level in Mathematics and English (or Equivalent)

**Experience**
- Essential: Working in Customer Service or Supply Chain environment
- Desirable: Some experience at Team Leader level

**Knowledge**

Desirable: Some understanding of Supply Chain documentation and compliance

Desirable: Import/Export Documentation and international supply chains

**Technical skills**
- Essential: Computer Literate with advance skills of MS Word, EXCEL and working knowledge of SAP/ERP systems

**Personal qualities**
- Excellent communication skills (in person, written and over the phone)
- Ability to take ownership when required
- Friendly and engaging approach with customers
- Proactive with a can
- do attitude
- Able to influence others and works as a team