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- Tasks: Lead a dynamic team to deliver exceptional customer service and operational excellence.
- Company: Join a leading FMCG company with a focus on customer satisfaction.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Why this job: Make a real impact by enhancing customer experiences and driving team success.
- Qualifications: 5+ years in customer service leadership, strong people management, and SAP skills.
- Other info: Weekend and holiday work required; based in Maidenhead office 3 days a week.
The predicted salary is between 36000 - 60000 £ per year.
The Customer Service Team Leader assists the Customer Service Manager in the execution of local Customer Service activities and order to cash process.
The Operations function ensures the integration of all key business processes from supplier to customers, providing products, services and information that add value for customers and stakeholders. The function manages sourcing, procurement, manufacturing, supply chain (warehousing, logistics and distribution) and planning processes and ensures optimal alignment between demand and supply at a global scale, taking into account efficiency, required flexibility, security of supply and considering costs, working capital, quality levels, service levels, company and society values.
We are looking for a dynamic and motivated Customer Team Leader to lead a team of customer service associates in delivering exceptional service and operational excellence. You will be responsible for supervising daily activities, service, coaching team members, resolving customer issues, and ensuring a positive experience for every customer.
Responsibilities:
- Strong people manager, focus on people development strives to improve the capabilities of the customer service team. Ensures that customer satisfaction and service is a key priority for the team and process/procedures are followed.
- Onboarding of new customer service associates and training support.
- Supports on internal supply chain improvement agenda - SCOS (Yearly appraisal).
- Liaises with customers to optimize customer satisfaction and to maximize efficiency.
- Leads daily call for Customer Service and Supply Chain – Identifying key service issues & working with team on resolution.
- Liaises with Logistics/3PL regarding service failure issues. FTA root cause resolution.
- Overall responsibility for the day-to-day order processing (both manual EDI and Esker) on behalf of the Retail Irish & Professional MSUs, ensuring orders are received, created, and released for picking and dispatch on time to the 3PL and within customer lead-times.
- Responsible for maintaining CXSL & CSL in line with company/customer targets.
- Monitor and own Perfect Order Metric – metric should remain in the 90% and up.
- Act as the first point of escalation for customer complaints and complex queries/Logistics service issues.
- Ensures all customer queries/complaints are received, logged, investigated, resolved and credits/returns are processed. Ensure complaints remain below 3% target.
- Review period end CXSL and Order Success Ratio, lead root cause analysis and report findings, results and propose improvement strategies.
- Update weekly CXSL Service Report with clear actions for improvement.
- Lead/Support supply chain efficiencies independently or in conjunction with customer collaboration and CS team. Looking for ways to improve order profile and cost to serve. Work with Logistics/3PL to implement.
- Deploys customer service procedures, policies and standards for the organization and continuously seeks opportunities for improving CXSL.
- Develop and maintain customer service procedures and standards for customer service support to the Professional and Retail MSUs.
- Lead the implementation of any system upgrade/changes.
- Ensure all OTC processes are continually optimized and compliant with internal and external industry standards.
- Contribute to the effective running of SAP, ESKER and EDI systems and maintenance of dynamic and static data.
- Evaluate external customer AGS on behalf of Customer Service, define and implement improvement activities based on these results.
Qualifications:
- Minimum 5 years of relevant experience in Customer Service Lead experience.
- Strong People Management skills.
- Excellent knowledge of the Order to Cash processes.
- High level SAP skills and experience working with SAP systems in a Customer Services environment.
- Understanding of EDI (Esker is a nice to have).
- Strong Excel analysis and reporting skills.
- Experience of dealing with a 3PL and Supply chain efficiencies.
- High level of Customer Focus and excellent Customer Service skills.
- UK right to work.
- FMCG Experience.
This role requires weekend and holiday working according to a team rota. This role is based out of our Maidenhead office 3 days a week minimum.
Customer Service Team leader employer: LUQ Recruitment
Contact Detail:
LUQ Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team leader
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your pitch! You want to be able to confidently explain why you're the perfect fit for the Customer Service Team Leader role. Highlight your people management skills and experience with order to cash processes.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining our awesome team!
We think you need these skills to ace Customer Service Team leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Customer Service Team Leader role. Highlight your people management skills and any relevant experience in order to cash processes.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're passionate about customer service and how you can lead a team to deliver exceptional service. Share specific examples of your past successes in similar roles.
Showcase Your Technical Skills: Since this role involves working with SAP and EDI systems, be sure to mention your proficiency in these areas. If you've got strong Excel skills, flaunt them too!
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 without any hiccups!
How to prepare for a job interview at LUQ Recruitment
✨Know Your Customer Service Metrics
Familiarise yourself with key performance indicators like CXSL and Perfect Order Metric. Be ready to discuss how you've previously improved these metrics in your past roles, as this shows you understand the importance of customer satisfaction and operational excellence.
✨Showcase Your People Management Skills
Prepare examples that highlight your experience in leading and developing teams. Think about specific situations where you coached team members or resolved conflicts, as this will demonstrate your capability as a strong people manager.
✨Understand the Order to Cash Process
Brush up on your knowledge of the order to cash process, especially if you have experience with SAP and EDI systems. Be prepared to explain how you’ve optimised these processes in the past, as it’s crucial for the role.
✨Be Ready for Scenario-Based Questions
Expect questions that ask how you would handle specific customer service challenges or supply chain issues. Practise your responses to these scenarios, focusing on your problem-solving skills and ability to maintain customer satisfaction under pressure.
