Customer Service Team Leader

The Customer Service Team Leader assists the Customer Service Manager in the execution of local Customer Service activities and order to cash process.

The Operations function ensures the integration of all key business processes from supplier to customers, providing products, services and information that add value for customers and stakeholders. The function manages sourcing, procurement, manufacturing, supply chain (warehousing, logistics and distribution) and planning processes and ensures optimal alignment between demand and supply at a global scale, taking into account efficiency, required flexibility, security of supply and considering costs, working capital, quality levels, service levels, company and society values.

We are looking for a dynamic and motivated Customer Team Leader to lead a team of customer service associates in delivering exceptional service and operational excellence. You will be responsible for supervising daily activities, service, coaching team members, resolving customer issues, and ensuring a positive experience for every customer.

Responsibilities;

• Strong people manager, focus on people development strives to improve the capabilities of the customer service team. Ensures that customer satisfaction and service is a key priority for the team and process/ procedures are followed.
• Onboarding of new customer service associates and training support
• Supports on internal supply chain improvement agenda - SCOS (Yearly appraisal)
• Liaises with customers to optimize customer satisfaction and to maximize efficiency.
• Leads daily call for Customer Service and Supply Chain – Identifying key service issues & working with team on resolution.
• Liaises with Logistics/3PL regarding service failure issues. FTA root cause resolution
• Overall responsibility for the day-to-day order processing (both manual EDI and Esker) on behalf of the Retail’ Irish & Professional MSUs, ensuring orders are received, created, and released for picking and dispatch on time to the 3PL and within customer lead-times.
• Responsible for maintaining CXSL & CSL in line with company/customer targets.
• Monitor and own Perfect Order Metric – metric should remain in the 90% and up.
• Act as the first point of escalation for customer complaints and complex queries/Logistics service issues
• Ensures all customer queries/complaints are received, logged, investigated, resolved and credits/returns are processed. Ensure complaints remain below 3% target
• Review period end CXSL and Order Success Ratio, lead root cause analysis and report findings, results and propose improvement strategies.
• Update weekly CXSL Service Report with clear actions for improvement.
• Lead/Support supply chain efficiencies independently or in conjunction with customer collaboration and CS team. Looking for ways to improve order profile and cost to serve. Work with Logistics/3PL to implement.
• Deploys customer service procedures, policies and standards for the organization and continuously seeks opportunities for improving CXSL.
• Develop and maintain customer service procedures and standards for customer service support to the Professional and Retail MSUs.
• Lead the implementation of any system upgrade/changes.
• Ensure all OTC processes are continually optimized and compliant with internal and external industry standards.
• Contribute to the effective running of SAP, ESKER and EDI systems and maintenance of dynamic and static data.
• Evaluate external customer AGS on behalf of Customer Service, define and implement improvement activities based on these results.