Overall Function
To ensure the CS Team meet their KPIs proving that the team is providing a service level above and beyond what our clients would expect.
Responsibilities
- Ensure that Quote and orders and processed in the correct way
- Manage the team on a day to day basis, to ensure performance targets are hit
- Motivate the team, to provide an A1 service to each customer, going the extra mile
- Manage communication with the warehouse team, to increase our OTIF score
- Coach team members based upon their error rare and phone call ratings
- Ensure customers outstanding orders are actioned promptly
- Organise product training for the CS Team, utilising our technical resource
- Process orders working alongside Cilla Hayward and answering telephone calls as required
KPIs
- Rate 80 Phone Calls within the CS Team
- Outstanding orders to below 1% of orders taken
- Error Rate CS Team Under 0.5%
- Average Phone Answer Time 17 seconds
- Net Promoter Score of 60 per person per day
- 300 Enquiries Logged within the CS Team
- Each CS Person Achieve 480 mins per month in product training
#J-18808-Ljbffr
