Production Equipment is a leading industrial distributor supplying over 90,000 products and services to customers internationally across a range of sectors.
We are currently recruiting for a Customer Support Team Lead to motivate, train and provide daily leadership to our Customer Support Team and to ensure delivery of a first class service to existing and new customers. Production Equipment is a critical part of the overall supply chain for many companies and the Customer Support Team forms an important part of the overall customer experience.
Responsibilities
1. Lead, manage and develop the customer support team to deliver an excellent customer service in an efficient, consistent, and scalable manner.
2. Drive collaboration between customer support, logistics, purchasing and quality to ensure customer fulfilment and requirements are met.
3. Develop, train, and mentor team members to ensure a high standard of product, process and customer knowledge.
4. Lead and motivate others to attain team and business goals.
5. Provide day-to-day supervision and direction of the team in order to ensure accurate and timely completion of responsibilities.
6. Provide direction for Training and Development plans for all employees in department and ensure staff are trained in all new and existing process and accountable to process adherence.
7. Lead by example, actively promote and foster a culture where learning and customer service are of the highest priority.
8. Act as the escalation point for individual, team & customer issues working with relevant colleagues to find effective solutions.
9. Ensure effective communications by holding regular individual 1:1’s, team meetings; attending and providing feedback from relevant department meetings.
10. Ensure an excellent working relationship with external sales colleagues.
11. Processing customer orders and enquiries.
12. Identify opportunities to up and cross sell products as per customer requirements.
13. Stay up to date on product knowledge and inform customers on the technical benefits of our products.
14. Recognise and escalate any customer issues or trends while following established internal processes.
15. Daily, weekly, and monthly reporting through SAP.
Skills & Experience
1. Previous experience working as a Team Lead in a fast-moving customer environment is desirable.
2. Excellent interpersonal and problem-solving skills.
3. Strong leadership capabilities.
4. Proven track record in problem solving.
5. Ability to communicate effectively on an individual and group basis.
6. Excellent organisational and prioritisation skills.
7. Attention to detail and accuracy essential.
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