We are looking for a driven Customer Service Team Leader who has a customer centric approach and wants to provide outstanding service to our clients customers.
You will lead confidently and proactively to manage and develop a team of Customer Service Advisors (team of four), providing support and direction on a day to day basis. This will include holiday and rota management, training, holding regular team meetings, monitoring performance of the CS team using KPIs and carrying out specific higher responsibility tasks
You will possess excellent interpersonal and communication skills with an enthusiastic, pragmatic and pro-active approach when dealing with customers both externally and internally
Attention to detail is essential. You will be expected to build a basic understanding of the product range to facilitate day to day order processing, with the expectation that technical questions and more detailed help requests are passed to the Technical Support team.
This role will facilitate the smooth integration between all aspects of daily operations with key internal contact between procurement, warehousing and technical support.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Lead and develop the Customer Service Advisor team - ensuring training and development needs are mapped out and achieved against a skills matrix
Drive a continuous improvement mindset. Finding solutions to problems and ensuring that process improvements and developments are found
Use Avaya CMS Supervisor to monitor call levels and KPI/performance of team
Monitor mailbox to ensure orders are being processed efficiently
Set rotas and authorise team holiday to maintain staffing level as set by Operations Manager
Maintain customers in Magento software for the website
Maintain Customer Master Database
Maintain designated corporate accounts, eg IVC - making amends as required
Set up new accounts in Sage as required on receipt of completed authorised New Account form from Finance
Answer calls in a timely and appropriate manner
Escalate technical questions to the Technical Support Specialist team as appropriate
Process telephone orders directly into the ERP system accurately, and give verbal feedback on stock availability to the caller
Inputting orders received by e-mail, and responding to customers as required
Processing, amending information as required, and releasing web orders to warehouse
Inputting key account orders as requested
Following up courier issues as raised, logging failures in the correct location
Using information provided by the Warehouse Manager, confirming requirements of customers for items on Back Order by telephone or email, once these are received into stock. Cancel order or release back order for picking as appropriate.
Correctly recording complaints received regarding service, including end to end order process errors and following up, referring product fault complaints to the Technical Support team.
Issuing returns forms and returns numbers to customers as required
Administration tasks as required, including use of Excel spreadsheets to record data
Meeting company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work-related tasks in a manner that is in compliance with all Company policies and procedures
Adhering to Company policies, procedures, and directives regarding standards of workplace behaviour in completing job duties and assignmentsAdecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
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Process Improvements (Business)
Training And Development