Customer Service Lead

2 weeks ago

StokeonTrent, United Kingdom Sharpsmart Ltd Full time

Sharpsmart Stoke facility has an open vacancy for a Customer Service Lead to join the team and provide administrative leadership across operations, transport, field service and customer service to ensure to smooth flow and operation of all Sharpsmart services. In this role you will be accountable for leading the site to deliver on our committed Service Level agreements, delivering timely interactions for case/ issue resolution and proactive intercompany communications

Key responsibilities:

- Effectively managing tasks and case/project ownership with team-members in a timely manner and holding yourself and your team members accountable to targets and dashboard metrics
- Operational System facilitation including routine administration duties, maintenance and new customer/route/vehicle set up
- Ensures completion of all regulatory compliance and customer processes are completed on time and flagged if action or escalation is required.
- Translate and adjust customer changes with production (physical communication on production floor)
- Work closely with the Site Manager, Plant Supervisor and Transport Supervisor to ensure timely and efficient delivery is being met at all customer locations and driving process improvements where gaps are identified. Monitoring required include:

- Customer account installation paperwork, scheduling, stock and logistics/service coordination is all executed on time
- Liaising with your team, customers and Operations Manager, as well as other department stakeholders on account changes (billing, field service. Sales and National CST)
- Constantly look for new ways to better/improve customer and administrative processes and drive business-unit-level ownership of process improvement initiatives
- Provide project and KPI accountability for team members and facilitate task and performance management discussions to strengthen the quality and timeliness of team deliverables
- Constantly look for new ways to develop the skills and competence of team members and the contribution they can make to stronger processes, efficiencies, or quality of work
- Minimum 3 years of experience within the customer service and administrative lead role
- Experience of working in a similar operational/production environment
- Ability to use Microsoft office packages to an intermediate level
- Good planning and organizational skills with the ability to multitask and prioritise
- Used to working in a fast paced environment
- Experience of using CRM system and multiple reporting systems
- Proven experience within process improvement

**Job Types**: Full-time, Permanent

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme

Ability to commute/relocate:

- Stoke-on-Trent: reliably commute or plan to relocate before starting work (required)

Application question(s):

- Please confirm current notice period & salary expectations.

**Experience**:

- Admin or Customer Service Lead: 1 year (preferred)

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