ABOUT THE POSITION:

The Customer Service department plays an important and integral part of the Burton logistics operation. The Customer Service Team Leader is primarily responsible for customer service, site facilities & inventory and expected to play a key role in their day to day activity within that department and will be part of an operational team delivering a professional and high standard of service in line with internal and external customer requirements. It will involve multiple methods of effective communication where accuracy and expediency is imperative. The team member will provide excellent customer service to key stakeholders and will liaise directly with customers along with suppliers, internal management and warehouse operational staff.

• Communicate courteously with customers by telephone, email and face to face
• Liaising with customer to resolve queries swiftly and with clarity such as
• Review & improve customer service SOPs & Work Instructions, Policies and Standards for HWL
• Daily, Weekly & Monthly auditing and reporting of inventory/stock locations to an agreed schedule
• Keep accurate records of discussions or correspondence with customers;
• Analysis of statistics or other data to determine and report the level of customer service HWL is providing
• Develop an effective feedback or complaints procedures for customers to use
• Supporting warehouse activity in making sure physical and systemic data is 100% correct
• Chasing up inbound/delivery failures and PODs with suppliers
• Raising Customer invoices
• Assist with invoice queries to ensure a response is given in 24 hours.
• Raise and log purchase orders.
• Ordering of site consumables.
• Liaise with suppliers and maintenance companies.
• Providing a contact point for customers
• To be cost aware and always looking to remove expense where possible
• To maintain vigilance regarding procedural compliance
• Ensuring all daily reporting tools are rigorously maintained so that correct information is presented to the customer
• Collating and inputting data from various sources which help to build key reports and KPI’s for reporting to customers and senior management
• Proactively manage H&S aspects within the workplace
• Meet with other senior colleagues to discuss possible improvements to customer service
• Involved in staff recruitment and appraisals
• Train colleagues to deliver a high standard of customer service
• Lead and motivate a team of Customer Service colleagues
• Learn about HWL’s products or services and keeping up to date with changes
• Take part in and actively contribute to customer meetings