Customer Service Team Leader

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.

Hours

40 hours per week, 8.30 – 17.00 Monday to Friday.  Operational hours are 07.00 – 19.00 therefore flexibility is required especially in peak times

Key Tasks and Responsibilities will include:

• 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

About you:

The ideal candidate will be educated in Maths and English (oral and written) to GCSE, Standard Grade or equivalent; grade A-C and be able to demonstrate highly competent computer skills in all areas of Microsoft office. 

• Experience in a customer facing role
• Experience of stock auditing
• Experience of warehouse management systems
• Experience of administering processes and procedures
• Ability to maintain constant communication at all times within a team and key stakeholders
• Good level of IT literacy in all areas of Microsoft Office
• Good attention to detail

Our Values:

As a Global active logistics service provider, Hellmann Worldwide logistics serves solutions for every logistical challenge. In our vision, we year and strive for a better world: A world where humankind takes care of the environment, quality of life is improved, and social equity is reality. We can only build this world together!

At Hellmann Worldwide logistics, we look for people who live;

•  Our caring spirit, which makes us stand out from the rest
• Reliability and are accountable in every situation
• Entrepreneurship by knowing the business , industries and the market
• Forward thinking and are bold to bring in new ideas to perspectives

Leadership is of the utmost importance to us, not just as an add-on. Our expectations of our leaders and the entire Hellmann FAMILY are set out in our Leadership Principles. As a leader, you have a crucial role in perpetuating out culture, while also considering social, ecological, and economic sustainability.

If this sounds like the role for you, apply now!

Right to Work UK

In accordance with Home Office guidance successful candidates will be required to show evidence of their right to work in the UK before their commencement of employment. The successful candidate therefore must be able to demonstrate their right to work status for the UK during the recruitment process. We encourage you to review the UK Home Office guidelines ahead of submitting a job application to review whether you meet the criteria and understand the immigration fees that you would be responsible for when making a visa application.

All offers of employment are subject to a five year background check and criminal records check satisfactory to our Company.

Successful applicants will be contacted to arrange an interview. Unfortunately due to the volume of CV's we receive we are unable to reply to unsuccessful candidates at this stage. If you have not heard from us within 2-3 weeks, your application has not be successful on this occasion.

Please note should sufficient applications be received we reserve the right to close this vacancy at any time, we therefore encourage all interested applicants to apply at their earliest convenience to avoid disappointment.