At a Glance
- Tasks: Lead customer service efforts and manage accounts for a top-notch experience.
- Company: Join Natara, a global leader in flavour and fragrance manufacturing.
- Benefits: Hybrid working, competitive salary, and opportunities for professional growth.
- Other info: Dynamic role with opportunities to lead and innovate in customer service.
- Why this job: Make a real impact by enhancing customer experiences and improving processes.
- Qualifications: Strong customer service background and experience with ERP systems.
The predicted salary is between 31500 - 38500 £ per year.
Customer Service Lead
Salary
Location
- Hybrid working from Natara's Seaham site
- About Natara
Natara Global is a global manufacturer of flavour and fragrance ingredients, supplying customers across international markets.
With UK operations including Seaham, Hartlepool and Billingham, the business brings together specialist manufacturing expertise and a strong focus on quality, reliability and customer service.
Natara is looking for a Customer Service Lead to help deliver an excellent customer experience, support the wider team and improve how the function operates.
Role Overview
Natara is looking for a Customer Service Lead to help deliver an excellent customer experience, support the wider team and improve how the function operates.
Reporting to the Global Customer Excellence Manager, you will manage customer accounts and the end-to-end order process, ensuring customers receive accurate information, timely updates and proactive support.
Alongside your own accounts, you will provide day-to-day guidance on customer service processes, act as an escalation point and support reporting and continuous improvement.
You will work closely with Sales, Planning, Operations, Quality and Shipping to resolve issues and keep orders moving.
Key Responsibilities
- Manage customer orders from receipt through to delivery, ensuring accurate processing and order confirmation within 48 hours.
- Build strong customer relationships, keeping customers informed of order progress, amendments and potential delays.
- Act as the first point of escalation for customer queries, complaints and account issues.
- Work with Sales and Planning to support customer forecasts and inventory requirements.
- Maintain accurate customer records, order information and system data.
- Produce KPI reports and analyse customer service and supply chain performance, including on-time, in-full delivery.
- Lead or contribute to customer service and supply chain calls, helping colleagues resolve issues and agree actions.
- Identify and implement improvements to processes, systems and ways of working.
- Support team coordination, including office rotas and absence cover.
- Provide support and cover for the Global Customer Excellence Manager when required.
Qualifications And Experience
- A strong customer service background, ideally within manufacturing, supply chain or a similar business-to-business environment.
- Experience managing multiple customer accounts and a busy order book.
- Confidence handling escalations, resolving problems and taking ownership of customer issues.
- Experience using ERP systems such as SAP or Oracle.
- Strong attention to detail and confidence working with data, reporting and performance measures.
- Excellent communication skills and the ability to build relationships across different departments.
- Strong organisational skills, with the ability to manage competing priorities and meet deadlines.
- A proactive, commercially aware approach and an interest in improving processes.
- The confidence to work independently while supporting colleagues and sharing knowledge.
This opportunity would suit an experienced customer service professional ready to take on broader responsibility, or an existing lead looking for a hands-on role with scope to improve customer service delivery.
- Natara
- #J-18808-Ljbffr
Customer Service Lead in Seaham employer: Natara Global
Natara Global is an exceptional employer that fosters a dynamic and inclusive work culture, offering HR professionals the chance to thrive in a fast-paced environment. With a strong focus on employee growth and development, you will have the opportunity to engage with senior leaders and make a tangible impact across multiple sites in the UK and US. The competitive salary package, including car allowance and healthcare benefits, further enhances the appeal of this role, making it a rewarding choice for those seeking meaningful employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Lead in Seaham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Natara Global. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Natara Global before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Lead in Seaham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Natara Global:Your cover letter is your chance to shine! Tell us why you want to work at Natara Global specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Natara Global!
How to prepare for a job interview at Natara Global
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
