Customer Service, Parts & Administration Team Leader - MCC

at  LiebherrGreat Britain Ltd

A vacancy has arisen within our Martitime Contruction Cranes MCC department in Biggleswade for a Customer Service, Parts & Administration Team Leader. The role contributes to the success of Liebherr-Great Britain Ltd by ensuring maximum commercial recovery from service engineers’ times and to participate in minimising the work-in-progress stock levels. You will also be ensuring effective procurement and sales of machine parts along with maintaining and developing administrative procedures whilst working within the Company’s key result areas; Business Performance, Customer Focus, People and Teamwork, Leadership.

YOUR RESPONSIBILITIES AS A CUSTOMER SERVICE, PARTS & ADMINISTRATION TEAM LEADER:

• Participating in taking calls from customers, liaising with service engineers, all members of the MCC sales and Customer Service Team and all other company personnel as appropriate.
• Undertake some or all of the duties of other personnel in the absence of the latter as may be required.
• Raises and process Warranty orders, Sales Orders, purchase orders and tooling requests.
• Manage various inboxes for the parts /service team.
• Encourage team work and participate in the day to day business of the team.
• With the customer service supervisor review resource levels focusing on customer service level and KPI’s.
• Management of the provision for a reactive (and pro-active where possible) customer service and spare parts solution to the end users, engineers, internal colleagues, focussing on customer service, KPI performance and business key results.
• Ongoing review of processes with a focus on continuous improvement, ensuring relevant mapping, communication, team understanding and compliance.
• Ownership of escalated issues whilst building knowledge and experience across the team through coaching and knowledge transfer.
• Day to day supporting management of the parts/service teams, monitoring workload, providing guidance, training and ensuring implementation of best practice for the efficient running of the team.
• Take responsability and lead the team forward with new company initiatives.
• Be proactive in the consultative selling campaigns lead by factoies.

TO BE SUCCESSFUL IN THE CUSTOMER SERVICE, PARTS & ADMINISTRATION TEAM LEADER ROLE, YOU WILL:

• Ideally have experience in the construction plant or transport industry, possibly in a parts, warranty or service environment.
• Be a good, effective communicator verbally and by email at all levels.
• Have a strong customer service ethic with a positive and pro-active approach.
• Be a team player through being willing and able to work closely with others, be they company or customer personnel and promote good relationship and collaboration.