At a Glance
- Tasks: Lead and motivate a customer service team to deliver top-notch support.
- Company: Join Exide Technologies, a leader in sustainable battery solutions with a strong focus on innovation.
- Benefits: Competitive salary, career development opportunities, and a commitment to sustainability.
- Other info: Be part of a global team dedicated to driving a cleaner future.
- Why this job: Make a real impact by enhancing customer experiences in a dynamic, eco-friendly environment.
- Qualifications: Experience in customer service and team supervision, with strong communication skills.
The predicted salary is between 30000 - 40000 € per year.
Exide Technologies (www.exidegroup.com) is an internationally leading provider of innovative and sustainable battery storage solutions for automotive and industrial applications. With more than 135 years of experience, Exide has developed and globally marketed innovative batteries and systems, contributing to the energy transition and driving a cleaner future. Exide Technologies' culture and strategy are centered on recycling, sustainability, and environmental responsibility. The company has 11 manufacturing and 3 recycling facilities across Europe, ensuring resilience and a low CO2 footprint with a local supply chain. With a team of 5,000 employees, we provide €1.6bn energy storage solutions and services to customers worldwide, every year.
Job Purpose
The Customer Service Supervisor is responsible for leading, motivating, and developing the customer service team to deliver a high quality, consistent service to customers. The role ensures customer enquiries and orders are handled efficiently, KPIs are met, and processes are followed in line with company standards. The Supervisor acts as a key point of escalation and a link between Customer Service, Sales, Operations, and other internal stakeholders.
Key Responsibilities
- Team Leadership & Performance Management
- Lead, coach, and support the customer service team to achieve service levels and performance targets.
- Set clear expectations, conduct regular one to ones, performance reviews, and appraisals.
- Manage attendance, holidays, timekeeping, and adherence to company policies and procedures.
- Identify training needs and support ongoing development of team members.
- Customer Service Operations
- Oversee day to day handling of customer enquiries, orders, complaints, and escalations.
- Act as the main escalation point for complex or high risk customer issues.
- Ensure accurate and timely processing of customer orders, documentation, and system updates.
- Monitor workload distribution and ensure effective resourcing to meet demand.
- Quality, KPIs & Continuous Improvement
- Monitor team performance against agreed KPIs (e.g. response times, order accuracy, customer satisfaction).
- Review customer feedback and identify trends or improvement opportunities.
- Support implementation of process improvements to enhance efficiency and service quality.
- Ensure compliance with internal procedures, audit requirements, and quality standards.
- Stakeholder Management
- Maintain effective working relationships with Sales, Operations, Logistics, Finance, and other departments.
- Liaise with customers as required to resolve issues and manage expectations.
- Provide regular reporting and updates to the Customer Service Manager.
Knowledge, Skills & Experience
Essential
- Previous experience in a customer service or service administration environment
- Experience supervising or coaching a team
- Strong communication skills (written and verbal)
- Good organisational skills with the ability to prioritise and manage multiple tasks
- Strong customer focus and problem solving ability
Desirable
- Experience working with CRM / ERP systems
- KPI reporting and performance management experience
- Experience in a manufacturing, service, or B2B environment
Customer Service Supervisor employer: Exide Group
Exide Technologies is an exceptional employer that prioritises sustainability and innovation, making it a rewarding place to work for those passionate about environmental responsibility. With a strong focus on employee development, the company offers numerous growth opportunities within a collaborative and supportive work culture, ensuring that every team member can thrive. Located in a dynamic industry, Exide provides a unique chance to contribute to the energy transition while being part of a dedicated team committed to delivering high-quality service to customers worldwide.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Supervisor
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the hunt for a Customer Service Supervisor role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews by practising common questions and scenarios related to customer service. Think about how you would handle difficult situations or lead a team. We want you to shine when it’s your turn to impress!
✨Tip Number 3
Don’t forget to research Exide Technologies! Familiarise yourself with their values around sustainability and customer service excellence. Showing that you understand their mission can really set you apart from other candidates.
✨Tip Number 4
Apply directly through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take the initiative to connect with us directly.
We think you need these skills to ace Customer Service Supervisor
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your previous customer service roles and any leadership experience you have. We want to see how you can bring your unique flair to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for the Customer Service Supervisor role. Share specific examples of how you've led teams or improved customer service in the past. Let us know what makes you tick!
Showcase Your Communication Skills:Since strong communication is key for this role, make sure your application is clear and concise. Use proper grammar and structure, and don’t forget to express your enthusiasm for the position. We love a good communicator!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts and let us know you’re interested!
How to prepare for a job interview at Exide Group
✨Know the Company Inside Out
Before your interview, take some time to research Exide Technologies. Understand their commitment to sustainability and recycling, as well as their innovative battery solutions. This knowledge will not only impress your interviewers but also help you align your answers with the company's values.
✨Showcase Your Leadership Skills
As a Customer Service Supervisor, you'll need to lead and motivate a team. Prepare examples from your past experiences where you've successfully coached or supported team members. Highlight how you set clear expectations and managed performance, as this will demonstrate your capability for the role.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and customer service skills. Think of specific situations where you handled complex customer issues or improved service quality. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
✨Emphasise Your Communication Skills
Strong communication is key in this role. Be ready to discuss how you've maintained effective relationships with various stakeholders in previous jobs. Share examples of how you’ve communicated with customers and internal teams to resolve issues and manage expectations.
