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Description
Team Leader - Customer Support
Gloucester, UK
About Optimas:
Optimas is a global distributor of integrated supply chain solutions and engineering support focused on delivering fasteners, components, industrial and safety supplies to our diverse customers around the world. Our local, on-the-ground teams understand the nuances of every community we serve. This allows us to adapt with our customers and partners as needs evolve, leveraging our footprint to remain at your side while providing a highly personalized level of service and support no matter where you find yourself around the globe.
To learn more, please visit our website http://www.optimas.com/
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, keeping all customer support costs under control and within budget, and meeting the requirements of the Company's Quality, Health & Safety, and Environmental systems is mandatory. It is essential to ensure that the Company's policies and procedures are followed at all times.
Principal Activities:
* Management of staff, ensuring regular status and performance reviews are undertaken.
* Understand, develop, and promote the Company's business objectives, participating with total enthusiasm and commitment to achieve and exceed these goals.
* Agree with Line Management on appropriate measures (Key Performance Indicators) to monitor performance to achieve the Company's objectives.
* Meet business plan targets and KPIs on a monthly basis.
* Adhere to and embrace the THREAD values of Optimas.
* Adhere to and embrace Customer Service best practice disciplines.
* Demonstrate proficiency in delivering the Optimas total value proposition to the customer at all levels.
* Ensure customer satisfaction and that all sales are profitable and in line with or better than budgeted expectations.
* Develop, engage, and maintain cross-functional teamwork and drive communication between Optimas support teams.
Key Responsibilities:
* Manage a Customer Support Team, including hiring, terminations, disciplinary actions, performance management, achieving business objectives, training & holiday coverage.
* Support all customer interactions, ensuring clear communication internally/externally and building/maintaining strong relationships to aid in resolving service, delivery, and other issues.
* Ensure day-to-day Customer Support team activities are completed on-time in full and in line with team processes, including TLR reports, Nil Scan KPIs, Open Order Book cleanse, and Stock management.
* Support Demand management to improve forecast accuracy percentages.
* Resolve challenges, following the escalation process where relevant, and support critical decisions with the ability to develop root cause analysis.
* Responsible for your team's TLR categorization of R, A, G, system updates, including on-site JIT setup in line with current usage figures.
* Responsible for your team's POD updates on our system and ensure all PODs are up to date.
* Responsible for closing your team's open debit notes.
* Support the development of 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 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.
* Conduct employee performance reviews with staff.
* Provide 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.
Skills and Qualifications:
* Excellent communication skills - verbal and written.
* Internal/external customer service experience.
* Leadership experience.
* Project management skills.
* Analytical skills.
* Passionate about helping our customers.
* Friendly, patient, and empathetic.
* Continuous improvement mindset.
* Attention to detail.
* Decision-making abilities.
* Positive attitude.
* Problem-solving skills.
* Excellent organizational skills.
* Computer literate in MS Office, including Word and Excel, at an intermediate level minimum.
* Excellent time management skills.
* Teamwork 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!
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