Customer Services Team Lead
Salary: 45k per annum
Location: Watford (Hybrid working)
Role Type: Permanent
Role Purpose:
To oversee and support a small but high-performing team of Customer Service Representatives. In this role, you will be responsible for the day-to-day supervision, motivation, and development of your team whilst also contributing to the day to tasks required to ensure customer orders, credits and queries are processed in a timely manner.
Daily activities will include processing customer orders via SAP, resolving customer queries in an efficient and professional manner, dealing with and processing credit claims, and supporting the commercial sales teams and their customers with product and sales reports.
Order Processing:
• All customer orders processed and delivered within the agreed timelines.
• Day to Day Management of our Warehousing Partner in relation to UK Stock Management and sales order processing:
o Clear & Accurate reporting and actions from warehousing partner.
• Production of a daily sales report and projected month end / projected year end:
o Clear timely, information to give all internal functions full visibility of sales and stock.
o Deal with all inbound customer queries within 3 working hours. Where this is not possible and needs to be referred to other departments responsibility for managing the process remains with the role holder:
o All customers receive a first-class service.
• People Management – Supervision. Motivation and Development of the customer care team:
o Customer awareness at prescribing level and dispensing level is maximized.
Educational, Experience and Qualifications:
• Educated to A Level standard or equivalent.
• Previous team leader experience preferred.
• Customer service experience is a must.
• First Line Management experience preferred
Knowledge and Skills:
• Intermediate Excel user
• Experience of using SAP
• Demonstrable success in dealing with external customer queries
• Ability to work on own initiative
• Proven ability to work to tight time-based deadlines
• Significant experience of working in a sales support environment
Compensation:
• Sales Incentives – 30%
• Private Health & Dental Care
• Pension – 7%.