Customer Care Supervisor

About Us:
**Become a part of our dynamic and innovative team at WernerCo**

Are you seeking an exciting career opportunity with the world's largest and most well-known ladders, storage, and access equipment brands? Our market-leading products and brands are widely used on job sites across the globe, and our team is dedicated to building relationships, gaining insights, and delivering exceptional customer service. We are seeking team players who are passionate about their careers and eager to contribute to the growth of our organisation. At WernerCo, we prioritise teamwork, integrity, customer focus, and continuous innovation, and we consider our people to be our most valuable asset. If you want to be a part of our success, we would love to hear from you.

Overview:
The purpose of the Supervisor role is to lead, motivate and manage the Customer Care Team; supporting staff to proactively manage and develop relationships with customers, develop sales, fulfil customer orders, respond to enquiries, maintain KPI’s and Service Levels.

**Responsibilities**:
This self-motivated individual will be responsible for supporting the following objectives:

- Support direct line management of the Customer Care team; including individual performance management and development of staff.
- Undertake quality control of staff’s work, including monitoring and reporting on performance against agreed objectives and KPIs for each area of work activity.
- To ensure staff establish and maintain accurate customer records utilising WernerCo’s internal databases at every point of customer contact.
- To validate, check and approve all Credit Notes and Customer Returns for UK orders; following-up all complaints or errors, taking corrective action, holding individuals to account and setting appropriate KPI’s to reduce complaints and errors.
- Ensure that staff are involved and valued by providing appropriate and effective feedback, coaching, recognition and development opportunities; also to undertake monthly 1-2-1 meetings with direct reports and effect disciplinary processes where needed.
- Approve holiday requests and manage staff attendance; proactively maintaining appropriate staffing levels at all times to ensure service standards are maintained at all times.
- Ensure everyone in the team knows what they are required to do, are trained and regularly accessed to “Trusted Expert Status” and are able to accurately follow the required processes, policies and procedures.
- Responsible for work allocation to the Team and delegate effectively in a timely manner; engage appropriate resource as the need arises and manage workflows to maintain consistent service levels at all times, as well as ensuring the work balance/mix is evenly distributed.
- Ensure all areas for which responsible work to defined and required Health & Safety, HR Policy and Quality Standards.
- To liaise with the Factory Planning Team and transport departments as necessary to ensure orders are fulfilled on time, in-full.
- To communicate stock availability, ensuring the UK Sales Order Book is proactively managed.
- Where required, support the Team in a hands-on capacity by responding to customer enquiries, inputting sales orders, and to provide technical support.
- To be the first point of contact for escalated customer complaints from the Team.
- Advise the Customer Care Manager of issues and opportunities to improve the service.
- To establish and maintain effective, professional relationships with key stakeholders from across the company.
- To develop and maintain excellent relationships with key customers accounts, provide business support to the regionally based sales teams, undertaking customer site visits with key accounts where required.
- To deputise for the Customer Care Manager where required.
- This Job Outline does not place a limitation on the duties of this role. The job holder may be required to carry out any reasonable duties to ensure the efficient functioning of the Company.

Qualifications:
Required:

- Previous customer service experience including complaint management.
- An understanding of people management, coaching and building high performance teams.
- An effective team player,

Desired:

- Some experience of successfully managing a sales office team and/or a customer service/call centre team in a service based environment would be preferred although training will be given.
- Career background in sales and project management.
- Experience of working within a manufacturing or production environment would be advantageous to this role.

**Key Competencies**:
Excellent organisational, administrative and interpersonal skills. Numerate, articulate and commercially aware. An enthusiastic individual with strong communication, coaching and motivational skills. Well-presented and confident. Hard working, tenacious with a will to succeed. Honesty and integrity are essential.

EEO Statement:
WernerCo is committed to fostering, cultivating, and pr