Customer Services Team Leader

4 days ago

Hamble, United Kingdom Qioptiq Photonics Ltd Full time

**Qioptiq Photonics Limited (An Excelitas Technologies Company) is a leading global supplier of opto-electronics and photonic products present in a variety of markets from medical and biotechnology to semiconductor and industrial markets, based in Hamble, Hampshire.**

**Main duties:

- **

**Team Leadership**
- Management of the Customer Service team in Hamble
- Manage behaviour and time allocation of team members, using our internal continuous performance systems
- Provide point of escalation for any customer queries or complaints
- Manage team development by organising internal training and ensuring training records are maintained. Highlight relevant external training to Line Manager and HR.
- Actively participate in the on-going assessment of customer support processes and incorporate approved improvements.

**Customer Services**
- Maintains administrative control to assure that sales orders are processed promptly and accurately and works with Supply Chain to coordinate outgoing material.
- Manages (in cooperation with Sales) customer-specific Supply Chain solutions, such as Consignments, Kanban
- Work closely with Operations, Engineering and Quality teams to process orders and order confirmations in a timely fashion in line with KPIs.
- Custodian for managing order dates and ensuring they are accurate based on date management guidelines.
- Administers all pre-agreed discounts (e.g. distributor) and pricing
- Administer open order reports, forward order book for analysis by Business Line & Operations forecasts, maintain order coverage and supply agreements
- Maintenance of new and existing customers records on the system
- Receives and processes sales orders, and customer returns received and responds to customer questions regarding price and delivery schedules within required SLA.
- Informs customers regarding the status of material or equipment ordered and expedites service whenever possible.
- Coordinates activities with Finance department in ascertaining credit worthiness of customers and maintains information regarding credit holds and credit limits.
- Coordinates all RoHs/Reach enquiries by customers with relevant manufacturing site
- Directs handling and disposition of all returned products.
- Investigates sources of delay or errors in processing sales orders.
- Ensures timely provision of all customer service information and reports as required, including working with Operations Director to provide information for OPS Hold Reporting for Europe in preparation for Cash Call.
- Participates in multi-functional and global projects in cooperation with other departments
- Process lead of RMA and Demo Units
- Experience in a leadership position
- Professional experience in Customer Service/Operations or an interface department.
- GCSE English and Maths to a good standard.
- Excellent written and verbal English
- Competent with use of MS Office
- Dedicated to meeting the expectations and requirements of internal and external customers

LI-ON01

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