Customer Service Team Leader

Rewards and Benefits on Offer

• Attractive and competitive benefits package
• Permanent role
• Varied and interesting job role
• Great resources
• Great team culture
• Any support required is provided

MTrecs New Opportunity

Our client is an established and successful business based in Northumberland. They are looking for an experienced Customer Team Leader to join them on a full time, permanent basis. If you meet the person specification for the role, please apply below.

The job you will be doing

• Setting clear KPIs for the overall customer service agenda that supports the overall commercial targets and strategy
• Planning and directing the work of the customer service team
• Promoting high performance and customer service ethos to ensure a professional and efficient service is consistently provided to customers
• Improving internal processes to increase overall efficiency and creating new procedures where needed
• Building and sustaining a customer service team to ensure each member can confidently process customer orders, handle sales and after sales queries and provide an efficient service to customers and the field sales team
• Ensure that proper pricelists are set up and correctly uploaded in the system before each booking and order season begins
• Providing regular retail sales analysis, preparing timely and accurate sales reports for senior management and suggesting improvements to drive sales
• Working with the customer service manager and sales director to set and track sales targets and KPIs
• Developing team ethos by holding individual and team meetings and encouraging feedback
• Supporting the administration of any trade or consumer shows during busy periods
• Supporting with any customer service escalations and complaints
• Liaising with marketing department for any website updates or discrepancies
• Creating orders in the system via phone and email on a daily basis
• Working closely with the warehouse manager to secure optimum order flow
• Any other duties of a similar nature as requested by the company

About You

• Previous similar leadership experience, with experience in leading, motivating and inspiring
• others in a customer service and commercial environment
• Solid educational background is required
• Strong level of English language, both written and verbally
• Excellent interpersonal skills
• Ability to plan and prioritise a busy workload
• Proficiency in Microsoft Office packages
• Good working knowledge of SAP
• Ability to demonstrate a positive attitude and willingness for continuous improvement
• An interest in outdoor sports is desirable

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