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Customer Service Team Leader

  • Salary: Competitive
  • Location: Wooburn Green
  • Job type: Permanent
  • Job reference 36289
This vacancy has now expired.

We are currently recruiting on behalf of our client based in Wooburn Green for a Customer Service Team Leader. This is a hands-on role that requires strong leadership skills and excellent customer service skills. The main responsibilities of this role include managing a team to ensure excellent customer service is provided to all customers, to process orders accurately and efficiently, and to monitor and improve the performance of employees.

The successful candidate must speak fluent English plus one other European language.

Key Responsibilities:

  • Managing the Customer Service team on day to day issues
  • Managing team performance, training and workload
  • Follow employment policies, such as Absence Management, Discipline and Grievance
  • Report writing and setting objectives
  • Leading continuous improvement initiatives and working to improve credits, queries and targets.
  • Liaising with customers to confirm orders, gather additional information as necessary and keep them informed of progress
  • Accurate and timely entry of orders onto the order management system
  • Checking progress, lead-time and quantity for each order
  • Liaising with planning and purchasing to ensure customer orders are prioritised and progressed appropriately and service levels are met
  • Ensuring clear and correct despatch instructions are provided to the despatch team.
  • Proactively informing customers of order/shipment discrepancies and providing the intended resolution plan
  • Liaising closely with the relevant management to help deliver sales objectives and address the needs of customers
  • Running and monitoring back order reports for designated customer base
  • Proactively supporting with specific campaigns including contacting existing customer base with special promotions
  • Dealing promptly and effectively with customer requests and queries, including invoice queries, to meet required time-scales
  • Liaising with Credit Control/Finance to resolve all invoice queries
  • Liaising with external service providers such as courier services and forwarding agents to resolve delivery queries
  • Building close relationships with all internal and external contacts to constantly improve information flow and the order process
  • Maintaining accurate and up to date customer records and price lists in the systems
  • Collating information and producing reports as required
  • Working with other team members to identify issues, propose solutions and take part in projects to contribute to operational and sales efficiency
  • Promoting a co-ordinated approach within the team and providing cover for other team members in their absence.

Key Skills:

  • Fluent English, plus fluency in another European language essential
  • Demonstrable experience of customer service at supervisor level within a business to business environment
  • Experience of liaising with customers / internal departments located outside the UK would be an advantage.
  • Good knowledge of Microsoft Office
  • Strong administrative and organisational skills

 

Please note that we will only contact those candidates that we assess as suitable for the positions we have currently available based on their experience, training and skills that they identify. If you do not hear from us within 5 working days from your registration, please accept our apologies but we are unable to help you on this occasion.

Bucks and Berks Recruitment is an equal opportunities employment agency and employment business that is serious about its compliance with legislation. Bucks and Berks is acting as an Employment Agency in relationship to this role (if the vacancy is for a permanent position) or is acting as a Recruitment Business in relationship to this role (if the role is for a temporary position).