Customer Service Lead

Customer Service Lead role at an established business in Leeds, full time, permanent.

Roles and Responsibilities

• Proactively manage effective working relationships with customers providing them with agreed service level, sales order support, complaint handling & issue resolution.
• Manage specific enquiries within the existing contractual obligations with reference to price, product and lead-time.
• Liaise with Supply Chain to determine relevant fulfilment strategy in support of the service level requirement.
• Proactively identify critical service issues with the customer and if an alternative delivery cannot be agreed use the internal prioritisation and escalation process to resolve.
• Manage and maintain the order book in line with the sales contract and facilitate adherence to the agreed service levels.
• Manage all customer complaints (including internal customers) using the complaints procedure and document all corrective and preventative measures.
• Ensure all Depot personnel are aware of and adhere to Depot procedures to guarantee standardised working practices.
• Be responsible for ensuring all Quotations and Sales Orders are processed and completed in a timely fashion.
• Ensure that all communications both verbal and non-verbal with customers are conducted in a timely and professional manner.
• On a daily basis review all outstanding sales back orders to ensure goods are delivered on time and in full.
• Ensure that drivers, vehicles, loads and journeys are planned to optimise the resources available.
• Be responsible for reporting any instances of misconduct or timekeeping issues to HR and the Operations Manager.
• Be responsible for ensuring that all company policies with regards to time and attendance and behaviour are managed within the Depot in a fair and equitable manner.
• Ensure all accidents, hazards and near misses are reported to the relevant manager using the relevant system.
• Be responsible for ensuring all equipment is in working order and maintenance schedules are up to date. Also, take appropriate action against employees disregarding H&S regulations.
• Be responsible for work areas to ensure safe walkways and safe working conditions for all employees.
• Ensure all equipment within the production area is in safe working order and all guards are in place.
• Coordinate cycle counting and monthly/bi-annual stock checks.
• Ensure that the fleet management system is fully adhered to.

To be Successful

• Be a proven leader and have previous experience in leading teams.
• Be able to work as part of a close knit team and be able to work collaboratively with the team.
• A flexible attitude and ability to work under pressure.
• Good communication & organisational skills.
• Be able to multi-task, prioritise and manage own work load whilst turning challenges into opportunities.
• Work neatly and accurately.

Working Hours

• Monday to Thursday – 8am-5pm, Friday – 8am-1pm.

Benefits

• Salary £38,000 – £42,000 (dependant on experience).
• Holidays 33 days including bank holidays.
• Contributory Pension.

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