Customer Service Team Leader in Thatcham

Customer Service Team Leader assists the Customer Service Manager in the execution of local Customer Service activities and the 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, considering costs, working capital, quality levels, service levels, security of supply and company values.

We are looking for a dynamic and motivated Customer Service 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 with a focus on people development; ensure customer satisfaction and service are priorities and that processes and procedures are followed.
• Onboarding of new customer service associates and training support.
• Supports internal supply chain improvement agenda – SCOS (Yearly appraisal).
• Liaises with customers to optimize satisfaction and maximize efficiency.
• Leads daily calls for Customer Service and Supply Chain; identify key service issues and work with the team to resolve.
• Liaises with Logistics/3PL regarding service failure issues; FTA root cause resolution.
• Overall responsibility for day-to-day order processing (manual EDI and Esker) for 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 and CSL in line with company/customer targets.
• Monitor and own Perfect Order Metric; target 90% and above.
• Act as the first point of escalation for customer complaints and complex queries/logistics service issues.
• Ensure all customer queries/complaints are received, logged, investigated, resolved and credits/returns processed; keep complaints below 3% target.
• Review period-end CXSL and Order Success Ratio; lead root cause analysis and report findings with improvement strategies.
• Update weekly CXSL Service Report with clear actions for improvement.
• Lead/support supply chain efficiencies independently or with customer collaboration and the CS team; identify ways to improve order profile and cost to serve; collaborate with Logistics/3PL to implement.
• Deploy customer service procedures, policies and standards; continuously seek opportunities to improve CXSL.
• Develop and maintain customer service procedures and standards for support to the Professional and Retail MSUs.
• Lead the implementation of system upgrades/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 results.

Qualifications

• Must have: Minimum 5 years of relevant experience in Customer Service Lead role.
• 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 dealing with a 3PL and improving 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.