Current Vacancies (2 found)

9643 ref: 34076

Purpose of Role

As the Customer Service Team Leader you will be based from our Wolverhampton UK site and be responsible for the day to day running of the Customer Service Team, ensuring high standards of customer service is a priority across your team. You will ensure you provide your team with the right skills so you and your team can meet the performance targets set by the Customer Service Manager. You will also play a leading role in ensuring your team is engaged and motivated in their working environment.

In addition to leading the Customer Service Advisors, you will be responsible for your own customer base. You will ensure that the duties of a customer account representatives are fulfilled to the highest standard and ensuring that you ‘lead by example’.

Job Responsibilities

  • Build a respectable and reputable working relationship and be fully customer focused by understanding the needs of each individual customer
  • Recognising order patterns, making contact when customers order out of the norm to understand the reason behind this and feeding back to material planning to assist with forecasting
  • Responsibility for processing orders and seeing the orders through to dispatch stage/ collection, including communicating any urgent requests internally and liaising with the customers regarding any issues ensuring they are aware of any potential issues.
  • Accurately maintaining price files and rebates/ concessions.
  • Answering phone calls, and reacting efficiently and professionally to customer queries
  • Working closely with other departments and 3rd parties to ensure that customers receive all orders within the delivery lead-time. It is Customer Service responsibility to ensure that customer demands are fully met by communicating and chasing for answers and resolutions
  • Investigating and processing customer complaints and invoice queries, which may include the accurate and timely creation of credit notes
  • Quickly resolving any escalated issues
  • Ensuring all supplier invoices are checked and approved quickly, main contact for Dachser
  • Liaising with external parties – 3rd Party suppliers, Freight Forwarders, Warehouse
  • Assisting with Audits requirements

Team Leader

  • To be the first point of contact for all queries from Customer Service Advisors
  • Ensure that queries from senior management are escalated to the Customer Service Manager promptly
  • Assisting the team to meet customer needs and providing cover when required (including Bank Holiday cover)
  • Support the Customer Service Team submit complaints/ credits within the appropriate timeframe
  • Create a robust system to ensure all complaints across all business units are closed down in a timely fashion
  • Accountable for the submission of regular KPI reports – order processing/ emails/ complaints/ credits and maintaining the agreed timescales for orders/ queries
  • Support in the creation and settlement of customer rebates/ commission through SAP
  • Supporting the growth and development of the Customer Service Team through continuous improvement initiatives and team training
  • Generate a positive and engaging working environment with the support of the Customer Service Manager
  • Ensuring the team understand all company policy and procedures – Employee Handbook, H&S and ensure you communicate any changes.
  • Complete Inductions, Back to work meetings, Probation and Performance Reviews

Education and Experience

  • Fluent in German and English, verbal and written
  • SAP system knowledge (or similar business systems)
  • Excellent attention to detail
  • Strong Customer Service skills and experience
  • Ability to build good working relationships with both internal and external Customers
  • Experience in working in a high pressure and high volume environment
  • A good working knowledge of Microsoft Office – Word and Excel
  • Minimum GCSE standard

 Personal Attributes

  • Excellent communicator, who knows about the importance of respecting cultural diversity and is able to establish strong relationships with stakeholders on all levels – externally and internally
  • Team player with positive enthusiasm, drive and energy, able to build and manage a team and who is capable to generate positivity and engagement with direct reports and colleagues
Read more
9643 ref: 34158

 Purpose of Role

As the Customer Service Team Leader you will be responsible for the day to day running of the Customer Service Team based out of our site in Wolverhampton, ensuring high standards of customer service is a priority across your team. You will ensure you provide your team with the right skills so you and your team can meet the performance targets set by the Customer Service Manager. You will also play a leading role in ensuring your team is engaged and motivated in their working environment.

In addition to leading the Customer Service Advisors, you will be responsible for your own customer base. You will ensure that the duties of a customer account representatives are fulfilled to the highest standard and ensuring that you ‘lead by example’.

 Job Responsibilities

  • Build a respectable and reputable working relationship and be fully customer focused by understanding the needs of each individual customer
  • Recognising order patterns, making contact when customers order out of the norm to understand the reason behind this and feeding back to material planning to assist with forecasting
  • Responsibility for processing orders and seeing the orders through to dispatch stage/collection, including communicating any urgent requests internally and liaising with the customers regarding any issues ensuring they are aware of any potential issues
  • Accurately maintaining price files and rebates/ concessions
  • Answering phone calls, and reacting efficiently and professionally to customer queries
  • Working closely with other departments and 3rd parties to ensure that customers receive all orders within the delivery lead-time. It is Customer Service responsibility to ensure that customer demands are fully met by communicating and chasing for answers and resolutions
  • Investigating and processing customer complaints and invoice queries, which may include the accurate and timely creation of credit notes
  • Quickly resolving any escalated issues
  • Ensuring all supplier invoices are checked and approved quickly
  • Liaising with external parties – Banks, Freight Forwarders, Warehouse
  • Understanding of latest shipping and invoicing documentation/ legislation – certificate of origin, bills of lading, EUR1 forms and letters of credit
  • Assist with audit requirements

Team Leader

  • To be the first point of contact for all queries from Customer Service Advisors
  • Ensure that queries from senior management are escalated to the Customer Service Manager promptly
  • Assisting the team to meet customer needs and providing cover when required (including Bank Holiday cover)
  • Support the Customer Service Team submit complaints/ credits within the appropriate timeframe
  • Create a robust system to ensure all complaints across all business units are closed down in a timely fashion
  • Accountable for the submission of regular KPI reports – order processing/ emails/ complaints/ credits and maintaining the agreed timescales for orders/ queries
  • Support in the creation and settlement of customer rebates/ commission through SAP
  • Supporting the growth and development of the Customer Service Team through continuous improvement initiatives and team training
  • Generate a positive and engaging working environment with the support of the Customer Service Manager
  • Ensuring the team understand all company policy and procedures – Employee Handbook, H&S and ensure you communicate any changes.
  • Complete Inductions, Back to work meetings, Probation and Performance Reviews

  Education and Experience

  • Spanish, German or French speaking would be advantageous but not essential
  • Experienced in import/ export including documentation
  • SAP system knowledge (or similar business systems)
  • Excellent attention to detail
  • Strong Customer Service skills and experience
  • Ability to build good working relationships with both internal and external Customers
  • Experience in working in a high pressure and high volume environment
  • A good working knowledge of Microsoft Office – Word and Excel
  • Minimum GCSE standard

  Personal Attributes

  • Excellent communicator, who knows about the importance of respecting cultural diversity and is able to establish strong relationships with stakeholders on all levels – externally and internally
  • Team player with positive enthusiasm, drive and energy, able to build and manage a team and who is capable to generate positivity and engagement with direct reports and colleagues
Read more