Customer Service Team Lead

Company:  Wilsonart
Location: County Durham
Closing Date: 22/03/2024
Salary: £28,000 Per Annum
Hours: Full Time
Type: Permanent
Job Requirements / Description

Principal Purpose

The customer service team lead will support the company's customer service activities by directing and overseeing team members across the business units, resolving customer questions or complaints, developing programs and procedures to enhance productivity and performance

Principal Elements

  • Managing the order process for B2C Customers including arranging delivery dates, collection dates and providing comms for B2B customers.
  • Provide Administration support in reporting to customers on a weekly basis
  • Managing email queries, email inboxes and post
  • Receiving Inbound calls from End users looking for product and installation advice advising accordingly
  • Receiving phone calls from B2B customers to provide product knowledge and query resolution at order placement
  • Advise customers of potential delays to future orders and give accurate information prior to order of potential delivery dates
  • Receipt customer orders and input/transact into the Epicor & Winman systems ensuring that any anomalies are communicated with the customer and orders are acknowledged within 24 hours
  • Working closely with the planning teams ensuring order intake is achievable based on production capacities.
  • Managing the order process for B2C Customers including arranging delivery dates, collection dates and providing comms for B2B customers.
  • Provide Administration support in reporting to customers on a weekly basis
  • Managing email queries, email inboxes and post
  • Receiving Inbound calls from End users looking for product and installation advice advising accordingly
  • Receiving phone calls from B2B customers to provide product knowledge and query resolution at order placement
  • Promoting the desired business culture, business ethics and business initiative
  • Adhere to company rules and regulations
  • Other duties as reasonably assigned by your manager

Job Context/ Key Challenges

  • Supporting the improvement of OTD and service levels to drive customer satisfaction and generate value
  • Supporting systems development

Knowledge and Experience Key attributes

Essential:

  • Previous Customer Service Experience, particularly within a manufacturing environment.
  • IT literate. Must have excellent Microsoft Excel skills including the use of advanced functions
  • Strong planning and organizations skills
  • Excellent clear communicator with a high level of numeracy and literacy in English.

Desirable:

  • Knowledge of Winman or Epicor.

Qualifications:

  • The position requires good level of education. You should possess as a minimum GCSE (or equivalent) in English and Maths.
  • Ideally Level 3+ qualifications, A Levels and preferably a degree or equivalent.
  • Candidates should also be highly computer literate, with experience of using Microsoft Software and ERP packages and must have excellent communication skills, both verbal and written.
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