Customer Support Office Manager

at  Optimas Solutions

POSITION OVERVIEW:

Optimas is looking for an experienced Team Leader to provide best-in-class service to our customers in a multi-location global distribution environment. Ensuring 100% on time delivery to the customer. Ensuring all customer support costs are under control and to budget. Meeting the requirements of the Company’s Quality, Health & Safety and Environmental systems, which is mandatory and ensuring that the Company’s policies and procedures are followed at all times

SKILLS AND QUALIFICATIONS:

• Excellent Communication skills – verbal and written
• Internal / external customer service
• Leadership experience
• Project Management skills
• Analytical skills
• Excited about helping our customers
• Friendly, patient and empathetic
• Continuous improvement
• Attention to detail
• Decision-making
• Positive attitude
• Problem solving
• Excellent organisational skills
• Computer Literate MS Office to include Word and Excel, intermediate level minimum.
• Excellent time management
• Team working mentality
  This is an exciting opportunity for career development within a customer-focused role. If you have leadership skills and are enthusiastic, driven and passionate about helping customers, this is the role for you!

• Responsible for managing a Customer Support Team, including hiring, terminations, disciplinary actions, performance management, achieving business objectives, training & holiday coverage
• Supporting in all Customer interaction, ensuring clear communication internally/externally and to build/maintain a strong relationship to aid in resolving service, delivery, and other issues
• Ensuring day to day Customer Support team activities are completed on-time in full and inline with the team processes, including TLR reports, Nil Scan KPI’s, Open Order Book cleanse and Stock management
• Support Demand management to improve forecast accuracy percentages
• Resolution of challenges, following the escalation process where relevant and support with critical decisions with the ability to develop root cause analysis
• Responsible for your teams TLR categorisation of R,A,G, system updates, including on site JIT set up in line with current usage figures
• Responsible for your teams POD updates on to our system and to insure all POD’s are up to date
• Responsible/support your team’s open debit notes to a close
• Support the development continuous improvement programs
• Identify/develop team objectives and tactics and drive execution of the plans
• Support the NPI/Change Management process within the Customer Support function and work with the cross functional departments to ensure a smooth and successful launch
• Ensure full compliance with internal and external audits
• Initiate Induction training for new job holders within your team.
• Carryout employee performance reviews with staff
• Staff Training and coaching
• Ensure work is distributed evenly and any overtime is monitored, managed, and recorded in accordance with the Time and Attendance system
• Other tasks and duties as assigned.