At a Glance
- Tasks: Lead and inspire a customer service team to deliver top-notch support.
- Company: Join Exide Technologies, a leader in sustainable battery solutions.
- Benefits: Competitive salary, career development, and a focus on sustainability.
- Other info: Dynamic work environment with opportunities for growth and innovation.
- Why this job: Make a real difference in customer satisfaction while promoting eco-friendly practices.
- Qualifications: Experience in customer service and team leadership required.
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. 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
- 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
- Experience working with CRM / ERP systems
- KPI reporting and performance management experience
- Experience in a manufacturing, service, or B2B environment
Customer Service Supervisor in Stretford employer: Exide Group
Exide Technologies is an exceptional employer, offering a dynamic work environment that prioritises sustainability and innovation in battery storage solutions. With a strong focus on employee development, the company provides ample opportunities for growth and advancement within its collaborative culture, ensuring that every team member contributes to a cleaner future. Located in a region with a commitment to environmental responsibility, Exide fosters a sense of purpose and community among its 5,000 employees, making it a rewarding place to build a career.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Supervisor in Stretford
✨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 lookout for a Customer Service Supervisor role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by researching Exide Technologies and their commitment to sustainability. Show us that you understand their values and how you can contribute to their mission. Tailor your answers to reflect their culture and goals.
✨Tip Number 3
Practice your leadership skills! Think of examples from your past experiences where you've successfully led a team or resolved customer issues. We want to see how you can motivate and develop a customer service team to meet those KPIs.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows us you're genuinely interested in joining our team at Exide Technologies.
We think you need these skills to ace Customer Service Supervisor in Stretford
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 value to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about customer service and how your background aligns with our values at Exide Technologies. Keep it concise but impactful!
Showcase Your Achievements:When detailing your experience, focus on specific achievements that demonstrate your ability to lead a team and improve customer satisfaction. Numbers speak volumes, so if you’ve improved KPIs or received positive feedback, let us know!
Apply Through Our Website:We encourage you to apply directly through our website for a smoother application process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates!
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 developed 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 processes. 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 positions. Share examples of how you’ve communicated with customers to resolve issues or manage expectations, showcasing your ability to handle difficult conversations.
