Customer Service Team Leader – B2B
Ariat Europe Limited
full-time
Posted on:
Location Type: Hybrid
Location: Harwell • United Kingdom
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Job Level
Tech Stack
About the role
- To lead the B2B team in the management and delivery of strategic and business customer care KPIs.
- To take team leader responsibility for all aspects of the Customer Service team activities to support the CS Manager to improve business performance, introduce efficiencies and provide excellent customer care within the company values.
- To manage and develop the Wholesale Customer Service team, ensuring team and individual SLAs are met.
- To set objectives and to carry out mid and year end performance reviews of direct reports in line with business performance structure.
- To be responsible for implementing relevant tools and processes for business improvement as well as identifying efficiencies to business processes.
- Provide escalation point to the Senior Customer Service Specialists, gatekeeping all process knowledge for wholesale activities.
- Work with the CS Manager to define the KPI framework for CS Specialists to work within and ensure individuals stay on target.
- Oversee daily order book creation and ensure the wholesale team are actioning appropriately to maximise revenue and Customer Experience while ensuring unfulfilled orders are cancelled down and communicated out as needed.
- To provide support on weekly GAT meetings, ensuring the business maximises opportunity to hit AOP and GAT targets.
- Build an elevated relationship with and co-ordinate closely with the Regional Sales Managers and Finance to best service customers.
- Pro-actively build relationships to support the best service for Key Accounts.
- Support colleagues and Customer Service Manager as and when required.
- Participate in all other duties and special projects as assigned.
Requirements
- Passion for providing exceptional customer service.
- Strong leadership skills with a positive and team-oriented attitude.
- Experience working under pressure in a high-volume environment while maintaining standards in productivity, quality, and service.
- Capacity to multi-task and shift focus as required, with an excellent sense of delegation, prioritisation and timekeeping.
- Organised, detail-oriented, and proactive, with an aptitude for process optimisation.
- Strong interpersonal skills and articulate in both verbal and written communication.
- Proficient user of IT systems, including MS Office.
- Working knowledge of SalesForce Service Cloud is an advantage.
- Ability to make sound decisions with a strong sense of urgency.
- Ability to establish and build strong communication with other departments and customers.
- Experience working with SAP is desirable.
Benefits
- Private Medical Insurance
- Life Assurance
- Critical Illness Cover
- Employee Assistance Programme
- Health & Wellbeing Points Scheme
- Cycle to Work Scheme
- Company Bonus Scheme
- Employee Purchase Scheme
- Employee Referral Programme
- Birthday day off
- Holiday Purchase Scheme
- Bring your dog to work scheme
- Employee Volunteering policy
- Working from a different location policy
- Free onsite Parking including 2 electric charging points
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer serviceperformance reviewsKPI managementprocess optimisationorder managementmulti-taskingdelegationtimekeepingSalesForce Service CloudSAP
Soft Skills
leadershipteam-orientedinterpersonal skillscommunicationorganiseddetail-orientedproactivedecision makingability to work under pressurerelationship building