Exide Technologies (www.exidegroup.com) is an internationally leading provider of innovative and sustainable battery storage solutions for automotive and industrial applications. With more than 135 years of experience, Exide has developed and globally marketed innovative batteries and systems, contributing to the energy transition and driving a cleaner future. Exide Technologies' culture and strategy are centered on recycling, sustainability, and environmental responsibility. The company has 11 manufacturing and 3 recycling facilities across Europe, ensuring resilience and a low CO2 footprint with a local supply chain. With a team of 5,000 employees, we provide €1.6bn energy storage solutions and services to customers worldwide, every year.
Job Purpose
The Customer Service Supervisor is responsible for leading, motivating, and developing the customer service team to deliver a high quality, consistent service to customers. The role ensures customer enquiries and orders are handled efficiently, KPIs are met, and processes are followed in line with company standards. The Supervisor acts as a key point of escalation and a link between Customer Service, Sales, Operations, and other internal stakeholders.
Key Responsibilities
Team Leadership & Performance Management
- Lead, coach, and support the customer service team to achieve service levels and performance targets.
- Set clear expectations, conduct regular one to ones, performance reviews, and appraisals.
- Manage attendance, holidays, timekeeping, and adherence to company policies and procedures.
- Identify training needs and support ongoing development of team members.
Customer Service Operations
- Oversee day to day handling of customer enquiries, orders, complaints, and escalations.
- Act as the main escalation point for complex or high risk customer issues.
- Ensure accurate and timely processing of customer orders, documentation, and system updates.
- Monitor workload distribution and ensure effective resourcing to meet demand.
Quality, KPIs & Continuous Improvement
- Monitor team performance against agreed KPIs (e.g. response times, order accuracy, customer satisfaction).
- Review customer feedback and identify trends or improvement opportunities.
- Support implementation of process improvements to enhance efficiency and service quality.
- Ensure compliance with internal procedures, audit requirements, and quality standards.
Stakeholder Management
- Maintain effective working relationships with Sales, Operations, Logistics, Finance, and other departments.
- Liaise with customers as required to resolve issues and manage expectations.
- Provide regular reporting and updates to the Customer Service Manager.
Knowledge, Skills & Experience
Essential
- Previous experience in a customer service or service administration environment
- Experience supervising or coaching a team
- Strong communication skills (written and verbal)
- Good organisational skills with the ability to prioritise and manage multiple tasks
- Strong customer focus and problem solving ability
Desirable
- Experience working with CRM / ERP systems
- KPI reporting and performance management experience
- Experience in a manufacturing, service, or B2B environment