Customer Service Team Leader

Your new company

A global leader in their industry are offering an exciting opportunity to join them as a Customer Service Team Leader.

Your new role

As the Customer Service Team Leader, you will be responsible for:

• Coordinate/lead the Customer Support team and ensure workloads are suitably managed, with work being shared/distributed as required
• Monitor, recommend and implement improvement processes
• Report on the Customer Service team performance
• Continuously monitor and improve processes within the Customer Support team and implement new processes
• Coordinate and provide training to all members of the customer support team.
• Ensure the induction and training of new colleagues is delivered to expected standards
• Handle Level 1 & 2 Customer Complaints and escalate where necessary to the Management Team
• Work closely with the regional Sales Teams
• Carry out and/or coordinate coverage of workload during periods of Customer Service absence
• Make sure all CS team KPIs are met
• Developing maximum sales potential out of assigned customers through good customer service techniques, knowledge of the company's products and services
• Applying knowledge of company products/services to efficiently process customer information and respond to enquiries, concerns and complaints in a diplomatic manner
• Ensuring orders are entered and moved through the system to shipping accurately and promptly
• Applying correct prices and discounts after seeking or receiving proper approval
• Supporting key global accounts and accounts with special requirements
• Increasing sales by upselling or cross-selling where appropriate
• Remaining current on product information and product updates through available resources
• Analysing customer accounts and promptly making corrections and/or modifications to files
• Maintaining updated, organised files on all assigned customers to include sales orders
• Contacting customers to obtain missing information or data to ensure an accurate customer database
• Assisting other co-workers in the department as needed
• Supporting with achievement of relevant KPI targets.
• Providing repair service customer support

What you'll need to succeed

In order to be successful in applying for the role of Customer Service Team Leader, you will:

• Strong PC Skills in MS Office, and strong knowledge of ERP systems, preferably CRM
• Superior customer service attitude; able to handle difficult customers with diplomacy and tact
• Excellent communication (oral and written) skills and excellent phone skills
• Ability to actively listen
• Excellent interpersonal skills
• Strong, accurate data entry skills
• Project management skills
• Excellent organisational skills with excellent follow-through
• Excellent problem-solving skills
• Previous experience with export documentation is desired
• Product knowledge and interest in professional products
• Understanding of order management related to projects and installations
• Knowledge of product range and accessories to offer substitutions or upsell as needed
• Understanding and experience in customer specific portals related to order process, logistics and delivery booking | slots

What you'll get in return

As the Customer Support Specialist, you will receive:

• Salary up to £38000 depending on experience
• Working hours: 35hrs/ week (09.00–17:00pm with 1 hr for lunch)
• Hybrid - 3 days in the office
• Holidays: 22 days + 8 Bank holidays + 1 Company Day around Xmas (Holiday entitlement rises with the years of service)
• Pension: 4% Employee Contributions + 5% Employer Contributions (After 3 years Employer Contributions rise to 7.5%)
• Life Insurance, Medical Insurance, Income Protection
• Wellbeing Support
• Team events

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

#4658227 - Emma Hayes