Job vacancies: Customer Service Supervisor

Details

Location: Darlington

Contract: Permanent

Closing date: 26/11/2021

Your role

MAIN PURPOSE OF JOB:

  • To deliver excellent customer service to existing and prospective clients
  • Co-ordinate new business on site
  • Provide clear management and support to the internal sales team, creating and engaging a high performing team
  • Deputise for the customer service manager

MAIN DUTIES:

  • Ensure team members are compliant with Company’s Health & Safety, Hygiene and Environmental standards/procedures
  • Ensure team compliance with Behavioural Safety Targets with support & guidance from Health & Safety Manager where required reporting of any near misses/accidents/incidents where appropriate
  • Lead, develop and motivate the internal sales team to deliver top class customer service
  • Execute account management in line with any agreed external/internal Service Level Agreements (SLA’s), contracts and customer facing agreed ways of working
  • Proactively support the external sales team with their client account plan objectives and customer action plans
  • Liaise with External Sales team members to ensure on-going efficient account management including participation in customer meetings/business reviews as required
  • Lead, contribute to, departmental and cross-functional CI projects as part of the business CI program
  • Manage the forward loadings working closely with planning to ensure orders are loaded and manufactured in the most efficient way without jeopardizing customer satisfaction.
  • Collating and distributing sales forecasts
  • Responsibility for all aspects of Sales Order Entry
  • Management of customer complaints including investigation, corrective & preventative actions, root cause analysis, SOP's and updating QMS.
  • Monitoring of aged stock and co-ordinating activity with Sales Co-ordinators and external sales team to manage in line with KPI’s including management of stock write off in conjunction with Finance & Despatch teams to arrange for authorization/scrapping/disposal
  • Manage origination recharging from suppliers and monitor with Sales Co-ordinators to ensure costs are invoiced to customers in a timely manner in line with agreed procedure
  • Control of departmental spend in line with cost centre budgets & targets and ensure communication to internal sales team
  • HR activities relating to internal sales including but not limited to T & A, holiday management, return to work, disciplinary, grievance, performance reviews and training requirements.

EDUCATION, QUALIFICATIONS AND EXPERIENCE:

  • Educated to A level (or equivalent)
  • Management experience within in a customer service/internal sales environment
  • Computer Literate – Business Systems, Web Based Applications and Microsoft Packages

MINIMUM REQUIREMENTS FOR THE JOB:

  • Good oral/written communication skills and strong numeracy skills are essential
  • Demonstrate high level of accuracy and attention to detail to maintain high standards when working under pressure or to deadlines
  • Able to make sound judgements and decisions in a professional manner
  • Flexible and able to work on own initiative
  • Able to communicate effectively with individuals at all levels within the business
  • Ability to lead, motivate and manage a team to achieve goals and objectives
  • Coaching/mentoring experience

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