Customer Experience Team Leader

We are very excited to be recruiting a Customer Experience Team Leader to work with a manufacturing company based in Smethwick.
As a Customer Experience Team Leader, you will be responsible for overseeing and optimising the credit control and sales order processing activities. Your role will involve managing the sales orders process for both UK and international markets, ensuring timely and accurate processing. You will be actively involved in eliminating the company's outstanding balances, and receivables as well as the sales interface between warehouse operations, factory, and financial departments.
The main duties will be:

• Lead and manage the credit control team to ensure effective credit management.
• Manage the aged debt for UK and Ireland receivables.
• Develop and execute plans to reduce outstanding aged debt balances.
• Help engage with UK and International customers via phone, email, or chat to schedule field service bookings based on their preferences and our service availability.
• Oversee customer inquiries, concerns, and feedback professionally, ensuring a positive Customer Experience.
• Oversee the sales order processing for both UK and International sales orders.
• Ensure accuracy and efficiency in order processing, from initiation to fulfilment.
• Ensure timely responses to warranties for overseas customers.
• Participate in regular team meetings and training sessions to enhance job performance and customer service skills throughout the team.
• Act as the main point of contact for escalations and communication between the warehouse, factory, and other internal departments.
• Provide feedback to the sales and management teams regarding customer concerns and suggestions for service improvement.
• Oversee monthly reports to ensure compliance with VAT and International Shipping process.
• Prepare monthly sales forecasting reports.
• Keep detailed records of customer interactions, transactions, comments, and complaints in compliance with UK data protection laws.

The successful candidate will have the following skills:

• Someone with experience in sales order processing, international shipping and sales operations.
• Someone with excellent communication, interpersonal abilities.
• Ability to lead and motivate a team to achieve performance goals.
• Someone who is proficient in using Microsoft Office Suite and customer relationship management (CRM) software.
• Someone with strong organisational and multitasking skills.
• Ability to work well in a team environment and independently as needed.

In return we will provide 25 days holiday plus stats, pension, canteen, the opportunity for a hybrid working after successful probation.
I look forward to receiving your CV!