Job description
Rewards and Benefits on Offer
Attractive and competitive benefits package
Permanent role
Varied and interesting job role
Great resources
Great team culture
Any support required is provided
MTrec’s New Opportunity
Our client is an established and successful business based in Northumberland. They are looking for an experienced Customer Team Leader to join them on a full time, permanent basis. If you meet the person specification for the role, please apply below.
The job you will be doing
Setting clear KPI’s for the overall customer service agenda that supports the overall commercial targets and strategy
Planning and directing the work of the customer service team
Promoting high performance and customer service ethos to ensure a professional and efficient service is consistently provided to customers
Improving internal processes to increase overall efficiency and creating new procedures where needed
Building and sustaining a customer service team to ensure each member can confidently process customer orders, handle sales and after sales queries and provide an efficient service to customers and the field sales team
Ensure that proper pricelists are set up and correctly uploaded in the system before each booking and order season begins
Providing regular retail sales analysis, preparing timely and accurate sales reports for senior management and suggesting improvements to drive sales
Working with the customer service manager and sales director to set and track sales targets and KPI’s
Developing team ethos by holding individual and team meetings and encouraging feedback
Supporting the administration of any trade or consumer shows during busy periods
Supporting with any customer service escalations and complaints
Liaising with marketing department for any website updates or discrepancies
Creating orders in the system via phone and email on a daily basis
Working closely with the warehouse manager to secure optimum order flow
Any other duties of a similar nature as requested by the company
About You
Previous similar leadership experience, with experience in leading, motivating and inspiring
others in a customer service and commercial environment
Solid educational background is required
Strong level of English language, both written and verbally
Excellent interpersonal skills
Ability to plan and prioritise a busy workload
Proficiency in Microsoft Office packages
Good working knowledge of SAP
Ability to demonstrate a positive attitude and willingness for continuous improvement
An interest in outdoor sports is desirable