Customer Support Coordinator

To organise, guide and support the team towards achieving collective goals while managing operations and dealing with escalations.

Key Responsibilities:

• Provides guidance and instructions to the LTP team, communicating goals and overseeing progress.

• Resolving operational issues by communicating with stakeholders and customers.

• Leads the team to achieve KPI’s (Key Performance Indicators) and maintain SLA’s (Service Level Agreements).

• Provide an excellent standard of customer service in written and spoken communication. (email, CRM and phone)

• Support internal projects and tasks including but not limited to- setting up new programmes, warehouse/tool audits, overseeing product updates, supersessions and new stock implementation. • Bring increased efficiencies to the daily operational activities, resulting in increased value for the customer.

• Communicate with line manager and team on day to day operational issues to ensure smooth running.

• Liaise with other departments whenever required.

• Focus on the achieving of our mission in accordance with our Beliefs, Values and Vision; striving to embody the culture of respect, teamwork and integrity. Contributing to an environment where diversity is valued and there is equal opportunity for all.

• Committed to non-negotiable product and workplace safety in line with the Snap-On Safety Philosophy. Will work safely and accept personal responsibility for every associate’s safety.

Experience:

Minimum 3 years of experience in leading supply chain and/or customer support teams.

Experience of client relationship management through telephone, CRM and email interaction

Strong and demonstratable leadership skills

Ability to communicate effectively and professionally and build relationships at all levels from dealers to clients and senior management

Good problem solving skills, ability to generate possible solutions

Able to work on own initiative

Good knowledge of Outlook and MS Excel (pivot tables, vlookup)

Good level of IT skills in general

Good written and spoken English