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 independentlyBenefits:£competitive basic salaryA great working environment at their centrally located head officeHybrid setting - (Tuesday - Thursday after probationary period)Free breakfasts, fresh fruit and tea & coffeePension to help you save for the futureRegular team social eventsTraining & developmentCompany pensionFree parkingOn-site parkingPlease contact for a confidential discussion
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