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- Tasks: Lead a dynamic customer service team, ensuring smooth order processing and logistics.
- Company: Join Inspired Pet Nutrition, an award-winning pet food manufacturer with a passion for quality.
- Benefits: Enjoy hybrid work, competitive salary, bonuses, healthcare, and fun perks like bringing your dog to work!
- Why this job: Be part of a collaborative culture that values innovation and customer satisfaction.
- Qualifications: Experience in customer service or sales, strong communication skills, and a knack for data analysis.
- Other info: We celebrate diversity and welcome applicants from all backgrounds.
The predicted salary is between 30000 - 42000 £ per year.
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The Role – Customer Services Team Leader
To lead and manage the team of Customer Services Executives, ensuring £200m+ of sales orders are accurately processed and logistics arranged in a timely fashion, and customers and internal stakeholders are managed appropriately. This is a permanent position based in Thirsk, North Yorkshire.
The Company
IPN is an innovative, well-established, and award-winning pet food manufacturer, employing over 850 people across our 4 UK manufacturing sites. Our family of brands include Harringtons, Wagg, Barking Heads & Meowing Heads, AATU, Blink, Butchers, Classic Cat and a selection of partner brands that trust us to produce food on their behalf. Our kitchens in Thirsk, Kinmel and Crick produce dry, wet, and baked foods which are enjoyed by dogs and cats all over the world.
- Team Management – Supervise and lead the customer service team, providing coaching, guidance and training as needed. Allocate tasks and responsibilities effectively to ensure smooth workflow and optimal customer service levels. Foster a positive and collaborative team environment
- Collaboration and cross-functional alignment – Work closely with production, logistics, sales and technical teams to ensure seamless customer service and order fulfilment. Participate in cross-functional change projects and meeting to discuss customer-related matters and coordinate actions
- Liaising with customers to ensure we have required information to ensure orders are processed accurately
- Processes to streamline operations and improve customer experience. Identify and implement opportunities for automation, system improvements and efficiency enhancements
- Data Analysis and Reporting – Collect, analyse and report key order processing and customer service metrics. Use data-driven insights to make informed decisions and drive improvements in customer service performance.
- Ensuring export orders are processed in line with forecast demand and comply with all regulations
- Managing customer queries regarding order issues through our customer feedback system
- Communicating customer and business issues that arise through order process in a timely and clear manner
Knowledge Skills and Experience – Customer Services Team Leader
- Proven ability to work in a fast-paced, transactional process team
- Good knowledge of sales order process or a transactional process carried out on a recognised piece of financial / ERP software
- Previous demonstrable experience in sae or similar role includes supervising a team
- High level of Excel and ERP literacy
- Good communicator with internal and external stakeholders on email and over phone
- Ability to learn new processes as and when new customers join our business
These may be trained or developed. These do not all need to be in place at recruitment
What We Offer:
- Location: Thirsk, North Yorkshire (Hybrid)
- 10% annual company bonus scheme
- Hours: 37.5 hours per week – Monday to Friday
- Pension: Employee contributions 3% / Employer contribution 8%(salary sacrifice company pension scheme)
- Holidays: 25 days + Bank Holidays
- Life Assurance
- Enhanced maternity/paternity/pawternity/pawreavement
- Free parking, electric charging, bring your dog to work, discounted products & free hot drinks
- Choice of a series of non-contractual flexible benefits, including cycle to work, workplace nurseries and dental insurance. These are offered through salary sacrifice or pay deductions.
- Ability to purchase heavily discounted pet food.
Equality, Diversity & Inclusion at IPN:
Inspired Pet Nutrition is an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applications from individuals of all backgrounds, experiences, and perspectives. If you require any adjustments during the recruitment process, please let us know.
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Customer Services Team Leader employer: Inspired Pet Nutrition
Contact Detail:
Inspired Pet Nutrition Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Services Team Leader
✨Tip Number 1
Familiarise yourself with the pet food industry and Inspired Pet Nutrition's brands. Understanding their products and values will help you connect better during interviews and demonstrate your genuine interest in the role.
✨Tip Number 2
Highlight your leadership experience in customer service roles. Be prepared to discuss specific examples of how you've successfully managed teams, resolved conflicts, and improved customer satisfaction in previous positions.
✨Tip Number 3
Brush up on your data analysis skills, especially with Excel and ERP systems. Being able to showcase your ability to analyse metrics and make data-driven decisions will set you apart from other candidates.
✨Tip Number 4
Network with current or former employees of Inspired Pet Nutrition. Engaging with them can provide valuable insights into the company culture and expectations, which you can leverage during your application process.
We think you need these skills to ace Customer Services Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and team management. Use specific examples that demonstrate your ability to lead a team and manage customer queries effectively.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role at Inspired Pet Nutrition. Mention how your skills align with their requirements, particularly in managing sales orders and collaborating with cross-functional teams.
Showcase Data Skills: Since the role involves data analysis and reporting, include any experience you have with Excel or ERP systems. Provide examples of how you've used data to improve customer service or streamline processes in previous roles.
Highlight Communication Skills: Effective communication is key in this role. Emphasise your ability to liaise with both internal stakeholders and customers. Share instances where your communication skills helped resolve issues or improve customer satisfaction.
How to prepare for a job interview at Inspired Pet Nutrition
✨Showcase Your Leadership Skills
As a Customer Services Team Leader, you'll need to demonstrate your ability to lead and manage a team effectively. Prepare examples of how you've successfully coached or guided a team in the past, highlighting any improvements in performance or customer satisfaction.
✨Understand the Sales Order Process
Familiarise yourself with the sales order process and any relevant ERP software. Be ready to discuss your experience with these systems and how you can streamline operations to enhance customer service.
✨Emphasise Collaboration
This role requires working closely with various departments. Prepare to discuss how you've collaborated with other teams in previous roles to resolve issues or improve processes, showcasing your ability to foster cross-functional relationships.
✨Data-Driven Decision Making
Highlight your analytical skills by discussing how you've used data to drive improvements in customer service. Be prepared to share specific metrics you've tracked and how they influenced your decisions in past roles.
