Job vacancy - Customer Care Team Leader
Position: Customer Care Team Leader
Reference: acsFcctl
Location: Dorking
Salary: £27,000 - £38,000 per annum
Job Title: Customer Care Team Leader
Are you a Customer Care Team Leader with experience working in a complex customer service environment? Do you have a professional demeanour, excellent phone skills & the ability to support your team and boost moral?
Responsibilities:
- Act as local escalation point for Customer Care/Sales Order Processing Representatives for all issues relating to customer satisfaction and bookings.
- Takes ownership of problems to a high-standard, drives root cause analysis and identifies areas for process review/improvement
- Build strong interdepartmental relationships across the local site and wider company. Understands quote to cash process beyond their role.
- Is able to work cross-functionally to devise and implement policies & procedures impacting on Customer experience & bookings
- Ensures team is trained to a high standard in all processes and procedures.
- Professionally handle incoming requests, via phone and email, to ensure that issues are resolved both promptly and thoroughly to strive to achieve a "closed-loop" resolution process for the customer, limiting the need for customer call back.
- Proactive management of customers with orders on hold, staged release dates and blanket POs
- Demonstrates a solid understanding of commercial and operational needs and challenges while working to maintain a balance between both to advocate for the customer; seeks opportunities for process improvement.
Requirements:
- Must possess excellent communication skills with the ability to read, write and speak with clarity in the English language and interface effectively with customers and peers.
- Ability to work with cross functional teams, proactively contribute to and promote teamwork.
- Experience of working in regulated, audited environment (particularly Sarbanes Oxley, ISO conformance desirable)
- Professional demeanor; excellent phone skills, strong attention to detail, team player.
- Customer-first attitude a must; understands that the customer is the driving force behind all activity.
- Ability to work in a high-volume environment, with fast turnaround times & minimal supervision
- Experienced with ERP tools (Oracle preferred), preferably with Super-User or functional training responsibilities.
- Experience in manufacturing desirable
ACS are recruiting for a Customer Care Team Leader. If you feel that you have the skills and experience required in this advertisement to be a Customer Care Team Leader, please submit your CV including an outline of your experience as a Customer Care Team Leader. It is always a good idea to include a covering letter outlining your experience as a Customer Care Team Leader with your application as this will enhance your chances of selection and improve your prospects of landing the Customer Care Team Leader role you desire.