As a Customer Service Supervisor within our Automotive division you will evaluate changes that could improve results, monitor performance, resolve issues and coach, lead and develop our Customer Service team.
This role is based at our Sheffield site and is ideal for someone with good export experience and a history of being a Customer Service Supervisor.
1. Serving as the business owner for the Customer Service operations in Automotive, evaluating changes which could improve results, monitoring performance of the process, surfacing and helping to resolve issues.
2. Maximize Customer experience, review of team performance on key metric, coaching agents to improved service levels, liaising with all relevant departments (Business Leadership, Sales, Marketing, Operations, R&D to ensure customer needs are covered.
3. Reviews daily/monthly operational reports to analyze process cycle times, workflow volumes, customer satisfaction and handling times.
4. Reviews and highlights any common trends in complaints and service level issues. Prepares and presents monthly management data. Use metrics to provide feedback to the leadership team and make recommendations that aid and influence service/operations and sales improvements.
5. Establish and implement measurable performance metrics to ensure the team is working to their full potential.
6. Interprets and applies relevant departmental policies and procedures to drive team efficiency and accuracy.
7. Assist in developing plans to further optimize the EMEAI CS organization.
8. Work on continuous improvements of OTIF, Lead time reductions, Improved customer journeys
9. Provide complex order management, order tracking and follow up for customer
Responsibilities:
10. Supervises staff and takes a lead role in the hiring, training, evaluating performance, providing compensation recommendations, and determining disciplinary actions when necessary.
11. Acts out actions with regards to the in paragraph 1 mentioned staff developments alongside the approval of line manager
12. Ensure continuity in team with regards to backup, staffing levels and succession planning.
13. Develops appropriate policies and procedures to ensure compliance with customer service principles and practices and applicable laws, rules, and (export) regulations, monitors compliance with these areas.
14. Assists with developing sales, customer relationship, customer retention, production, operations, and related business strategies for the specific group and presents them to management.
15. Manages the development, analyses and review of a variety of operational reports to improve cycle times, workflow volumes, and accuracy of customer data, and implements program changes as required.
16. Oversees and manages customer service or account management issues with other departments, sites and divisions, including senior management communications.
17. Works closely with the relevant internal department to ensure the smooth introduction of new or acquired products, replacement of discontinued operations, and related product or operational changes.
18. Manage order input & handling process for defined customer base in ERP system
19. Manage customer complaints associated with orders, deliveries, returns, coordinating internally fast resolution and response to the customer
20. Performs other duties as assigned.
21. Five years of progressive customer service experience.
22. Bachelor’s degree in Business Administration, Marketing, or equivalent education and experience.
TECHNICAL/SKILL REQUIREMENTS :
23. Supervising and evaluating employees.
24. Export order knowledge including Incoterms
25. Managing customer service and sales programs, such as .
26. Providing consultation and advice various operational issues.
27. Implementing programs, policies, and procedures.
28. Applying intermediate sales, marketing, and account management principles and practices.
29. Interpreting and applying department policies and procedures and applicable laws, rules, and (export) regulations.
30. Responding to and resolving complex customer questions and concerns.
31. Confident presentation skills – ability to present to senior leadership and above.
32. Ability to communicate clearly with stakeholders at all levels in the organization (tactical to executive level).
33. Ability to work across multifunctional and multicultural teams within organizational structure.
34. Managing programs with other departments and divisions.
35. Working with senior management.
36. PC skills; ERP (Oracle 11i and12, Analytics), Microsoft Office applications (Word, Excel,PowerPoint, Outlook); and other applications as required.
37. Communicating with co-workers to provide and receive direction.
***Please be aware that you can apply for any internal job offer after minimum one year in current role having previously informed your manager.
Please read the guidelines before handing in your application
All internal employees when applying for a role are required to upload their updated and their last 2 appraisals (which can be retrieved from HR Cloud).