Customer Service Team Leader - Shildon, United Kingdom - Wilsonart Ltd

Wilsonart Ltd

Verified Company

Shildon, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

The customer service team lead will support the company's customer service activities by directing and overseeing team members across the business units, resolving customer questions or complaints, developing programs and procedures to enhance productivity and performance

Managing the order process for B2C Customers including arranging delivery dates, collection dates and providing comms for B2B customers.
Provide Administration support in reporting to customers on a weekly basis
Receiving Inbound calls from End users looking for product and installation advice advising accordingly
Receiving phone calls from B2B customers to provide product knowledge and query resolution at order placement
Advise customers of potential delays to future orders and give accurate information prior to order of potential delivery dates
Receipt customer orders and input/transact into the Epicor & Winman systems ensuring that any anomalies are communicated with the customer and orders are acknowledged within 24 hours
Working closely with the planning teams ensuring order intake is achievable based on production capacities.
Managing the order process for B2C Customers including arranging delivery dates, collection dates and providing comms for B2B customers.
Provide Administration support in reporting to customers on a weekly basis
Receiving Inbound calls from End users looking for product and installation advice advising accordingly
Receiving phone calls from B2B customers to provide product knowledge and query resolution at order placement
Promoting the desired business culture, business ethics and business initiative
Adhere to company rules and regulations
Other duties as reasonably assigned by your manager
Supporting the improvement of OTD and service levels to drive customer satisfaction and generate value
Supporting systems development
Previous Customer Service Experience, particularly within a manufacturing environment.
IT literate. Must have excellent Microsoft Excel skills including the use of advanced functions
Strong planning and organizations skills
Excellent clear communicator with a high level of numeracy and literacy in English.
Knowledge of Winman or Epicor.
The position requires good level of education. You should possess as a minimum GCSE (or equivalent) in English and Maths.
Ideally Level 3+ qualifications, A Levels and preferably a degree or equivalent.