Customer Service Supervisor

Fender Musical Instruments Corporation; East Grinstead; On-site; GBP 30,000 - 50,000; Full time

Job description

Fender Musical Instruments Corporation is a world-famous brand with offices across the globe. Fender was born in Southern California and has built a worldwide influence beyond the studio and the stage. A Fender is more than an instrument, it’s a cultural symbol that resonates globally.

The Customer Service Supervisor will lead a team of six Customer Service Advisors who provide post-invoice support to dealers across the EMEA region. This includes resolving delivery issues, resolving issues with damaged products, processing warranty claims, and responding to administrative requests. The role is responsible for ensuring high levels of dealer satisfaction by managing team performance, overseeing escalations, and collaborating with cross-functional departments to resolve complex issues. The Supervisor will also be responsible for recruiting, onboarding, and developing team members while continuously seeking efficiencies in processes and service delivery.

Main Responsibilities:

• Lead, coach, and develop a team of six Customer Service Advisors, ensuring a high level of performance and engagement.
• Monitor and manage key performance indicators (KPIs), including first response time, full resolution time, one-touch resolution percentage, call abandonment rate, and dealer satisfaction.
• Handle escalations from advisors, managing complex dealer issues and ensuring timely resolution by coordinating with internal teams.
• Oversee and improve customer service processes related to delivery issues, damaged products, warranty claims, and administrative dealer requests.
• Ensure accurate and effective use of systems such as Zendesk, SAP, AS400, Dealer Portal, and third-party logistics portals.
• Drive process improvements and efficiencies within the team to enhance service quality and reduce resolution times.
• Recruit, onboard, and train new advisors, setting individual goals and providing ongoing development through Performance & Personal Development (PPD) plans.
• Collaborate with cross-functional teams, including Technical Support, External Service Centres, European Distribution Centre, DSV (logistics partner), Inside Sales, Business Development Managers, Finance, Accounts, and IT, to resolve dealer-related issues efficiently.
• Ensure excellent communication with dealers across multiple languages (supporting German, French, Italian, and Spanish) while maintaining high service standards.
• Provide regular reporting and insights on customer service trends, challenges, and successes to senior management.

Minimum Requirements:

• Proven ability to lead, motivate, and develop a customer service team.
• Strong experience in handling customer/dealer inquiries, escalations, and complaints in a B2B environment.
• Excellent problem-solving and decision-making skills, with the ability to assess issues and drive resolutions.
• Strong written and verbal communication skills with the ability to collaborate across multiple departments.
• Experience in a similar industry, such as musical instruments, distribution, or logistics.
• Experience in coaching, training, and performance development of team members.
• Knowledge of process improvement techniques to enhance efficiency in service delivery.
• Additional language skills (German, French, Italian, or Spanish) would be an advantage.
• Technical proficiency in Zendesk, SAP, and related systems.
• Ability to analyse customer service data and provide actionable insights to improve performance.