We are looking for a confident, talented individual to lead and provide working support for a team of Customer Service employees, to provide excellent service and support commercial objectives.
You will ensure standard processes and procedures are understood and that all team members are competent within their roles, meeting performance targets and deadlines.
You will ensure that the Customer Service team supports the commercial function of the business by preparing and processing accurate documentation so that invoices may be accurately invoiced and customer queries resolved. You will make sure that customer orders are input promptly and accurately to allow for stock checks and any concerns to be raised through the relevant channels.
You will maintain thorough communication between Customer Service Agents, Transport Coordinators and the Commercial, Operations and Technical teams within the business, promptly meeting customer requirements. You will ensure that all products are thoroughly understood, promoted, priced and sold in line with the organisation's "customer service promise" and commercial strategy.
You will oversee training and support, carrying-out a thorough competency check upon completion of training; you will also ensure that performance and conduct are continuously monitored and that the team is hitting KPIs, targets and SLAs daily, providing feedback to individual agents to drive and improve their performance.
The hours for this role are 8am-4:30pm or 8:30am-5pm Monday to Friday, 37.5 hours per week.