Customer Experience Team Leader

The Client:

An award-winning and recognised Manufacturer based in the West Midlands.

They are well established and backed by a $multi billion Fortune 500 company. There is R&D based in the USA and Manufacturing sites across Canada, UK, India and China. In the UK they have 300 employees.

The Opportunity:

For this Customer Service Team Leader, you will lead a small team in managing sales order processing activities and a small proportion of credit control for UK and overseas.

Some of the key responsibilities for this successful individual would be but no limited to:

• You will lead and motivate a team to achieve their goals. Participating in regular team meetings and training to improve job performance and customer service skills.
• Be actively involved in eliminating the company's outstanding balances, and receivables as well as the sales interface between warehouse operations, factory, and finance departments.
• Oversee sales order processing for both UK and International sales orders.
• Ensure accuracy and efficiency in order processing, from initiation to fulfilment.
• Act as the main point of contact for escalations and communication between the warehouse, factory, and other internal departments.
• Lead and manage the customer service team to ensure effective credit management.
• Engage with UK and International customers via phone, email, or chat to schedule field service bookings.
• Oversee customer inquiries, concerns, and feedback, ensuring a positive Customer Experience.
• Manage the aged debt for UK and Ireland receivables. Developing and execute plans to reduce outstanding aged debt balances.
• Oversee monthly reports to ensure compliance with VAT and International Shipping processes.
• Prepare monthly sales forecasting reports.
• Provide feedback to the sales and management teams regarding customer concerns and suggestions for service improvement.

The Candidate:

The successful Customer Experience Team Leader will be/have:

• You will have proven Team Leader experience
• Experience covering Export admin, Shipping/Logistics would be great, however we are assessing people on a case by case basis
• Sales admin and overseeing some credit control would be nice, but some elements of the position can be trained
• Excellent communication and interpersonal abilities.
• Ability to lead and motivate a team to achieve performance goals.
• Able to use Microsoft Office and CRM software would be nice
• Strong organisational and multitasking skills
• Ability to work well in a team environment and independently

Benefits:

£competitive basic salary
A great working environment at their centrally located head office
Hybrid setting - (Tuesday - Thursday after probationary period)
Free breakfasts, fresh fruit and tea & coffee
Pension to help you save for the future
Regular team social events
Training & development
Company pension
Free parking
On-site parking
Please contact for a confidential discussion