Customer Service Supervisor - Felixstowe, United Kingdom - Reed Procurement & Supply Chain

Reed Procurement & Supply Chain

Verified Company

Felixstowe, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Customer Service Supervisor

Location:
Felixstowe

Salary:
up to 35k

Reed Procurement & Supply Chain are proud to be working with a well-established container transport company who now have a fleet of 500 vehicles serving all the UK's deeps sea container ports, rail terminals and inland hubs.

This fantastic company are lookingfor an experienced Customer Service Supervisor to join their team in the brand-new office based in Felixstowe.

The Customer Service Supervisor will oversee and assist customer service employees in the performance of their job duties such as ensuring they provide excellent customer service and responding to customer inquiries and resolving issues or queries.

What is involved?

Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service.
Monitors or reviews calls or other correspondence between representatives and customers.
Ensures that the Customer Service team completes all daily tasks to a high standard, constantly monitoring the team's performance.
Trains new employees in the company's customer service policies, procedures, and best practices and ensures they can competently cover all functions within the team.
Organizes and oversees the schedules and work of assigned staff, delegating tasks as necessary.
Ensure all bookings and releases are actioned timely and accurately, liaising with all relevant people, internally and externally.
Ensures that representatives are informed about changes to company products and services.
Prepares monthly reports summarizing the assigned customer service team's performance.
Prepares knowledgebased documents such as help guide booklets and summaries and responses to frequently asked questions.
Identifies opportunities to update or improve customer service procedures and makes recommendations to the Operations Manager or other appropriate staff.
Performs other related duties as assigned.
Ensures that any disciplinary issues are raised to the Operations Manager as needed and in accordance with company policy.
Assisting the team by performing tasks when required, for example when staff are sick or on holiday.

Key Skills Needed

Excellent management and supervisory skills.
Excellent verbal and written communication skills.
Excellent time management skills.
Extensive knowledge of customer service procedures and principles.
Organized with attention to detail.
Ability to resolve customer queries and issues while maintaining a professional and calm demeanour.
Ability to coach and mentor customer service representatives.
Ability to makes decisions under pressure.
Proficient in Microsoft Office Suite or related software.
Proficient in TOPS and other related systems.

Why should you apply?