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