Customer Support Supervisor

2 months ago

Dunstable UK, Bedfordshire, United Kingdom Gilson Full time

We are looking for a Customer Support Supervisor & Office Manager to join our team in the UK.


About the Job

Our mission is to consistently deliver excellent customer service to all Gilson customers. As Customer Support Supervisor & Office Manager, you will effectively supervise the Customer Support teams in the UK and The Netherlands, whilst following up with customers, confirming orders, taking inbound calls and emails. Part of the responsibilities of this role is to guarantee the office management activities are performed in coordination with the budget.


Location: Dunstable, United Kingdom.

Hours: Full time, 40 hours per week

Benefits: Holiday entitlement, 25 days per annum, excluding UK Public Holidays, pension and the option to join our healthcare scheme.


About the Role

Customer Service and People Manager activities (60%)

  • Supervise the quote and order entry processes either through supervision of individuals who are responsible for completion of these tasks or performing these activities with “Best in class” standards
  • Oversees in-house creation of quotations and pricing agreements (contracts)
  • Organize the support to ALH and MLH Service team (Lab and on-site operations)
  • Interacts with and supports customers by phone and email answering inquiries regarding order status, stock availability, pricing, received invoices, returns and credits
  • Organize support to sales reps and INSS as regards to tenders & RFQs
  • Support local inventory planning in close cooperation with Sales and the central EU planning function
  • Support annual or cycle sales and service stock counting activities
  • Motivates and provides leadership for the staff maintaining a positive attitude and a focus on providing quality products and services
  • Support transitioning process of CS Team from an Operational/Admin organization to a Commercial organization
  • Ensure basic technical knowledge and ERP/CRM/webshop skills of customer service coordinators, organize full & refresh trainings in relationship with the European Business Process Management Team
  • Assess team performance, communicate clear objectives and organize regular communication to the team
  • Lead local implementation of European projects (IT, Organization, Practices, Quality …)
  • Support CS Team with the “Quote to Cash” process based on Business (practical activities)
  • Other duties as assigned


Office Management (40%)

  • Responsible for office safety, security, maintenance
  • Maintain office general supply inventory in coordination with budget
  • Manage contract and price negotiation with office vendors
  • Manage and maintain the lease for the building
  • Approve (in coordination with local management) general expenses in compliance with budget
  • Assist with follow-up of annual local budget
  • Maintain, challenge, and find new vendors



This job may require periodic travel between the UK and The Netherlands.


About You

  • The ideal candidate should have:
  • Previous experience in Customer Service and Office Management (5 years minimum)
  • People Manager experience (4 years minimum)
  • Excellent communication skills, with the ability to converse (written and verbally) in both English and Dutch (essential)
  • Proficient with ERP and CRM
  • Proficient with MS Office applications
  • Working knowledge of imports & customs
  • Ability to work well with others and build relationships

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