Customer Service Supervisor

Crane Building Services & Utilities; Ipswich; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading service provider in Ipswich is seeking a Customer Service Supervisor responsible for leading the Customer Services team and ensuring exceptional service. The ideal candidate will have at least 5 years' leadership experience in customer service or sales, strong commercial awareness, and exceptional communication skills. This role requires overseeing support activities, enhancing team capabilities, and managing customer service performance metrics. Join a company that values innovation and integrity.

Qualifications

• Minimum of 5 years leadership experience in a customer service or sales role.
• Strong commercial awareness and analytical skills are essential.
• Ability to handle multiple priorities efficiently.

Responsibilities

• Oversee customer support activities and manage service levels.
• Cultivate a customer-first culture and implement best practices.
• Lead and develop team members through training and coaching.
• Track departmental performance and manage service KPIs.
• Liaise with supply chain and logistics teams to expedite deliveries.

Skills

Leadership experience

Commercial awareness

Analytical skills

Project management skills

Communication skills

Job description

We have an opportunity at our Ipswich site for a Customer Service Supervisor. Reporting to the Vice President, Supply Chain, the Customer Service Supervisor will be responsible for leading and developing the Customer Services team to deliver a customer-first culture, ensuring timely and accurate quotation and order processing, and maintaining high service levels.

Responsibilities include :

• Oversee customer support activities, including responding to inquiries, coordinating with supply chain and logistics, supporting credit control, and resolving complaints.
• Cultivate and drive a customer-first culture that delivers exceptional service aligned with functional and strategic KPIs, with a strong focus on continuous improvement and implementing tools and processes to achieve best-in-class performance.
• Manage overall workload and distribution of actions, ensuring quotes and orders are processed on time and service levels are maintained.
• Develop team members through ongoing training, coaching, and annual appraisals to enhance capability and customer focus.
• Lead and facilitate continuous improvement (CBS / Kaizen) events within Customer Services to enhance processes impacting customer experience.
• Manage the documented quotation process from receipt to submission, ensuring compliance with approval processes, tracking and following up on quotations and providing feedback to external sales for additional follow-up.
• Manage the documented sales order entry process, facilitating timely review and entry of all customer sales orders.
• Liaise with supply chain, logistics, and warehouse teams to expedite deliveries and resolve discrepancies.
• Define, implement, and manage attainment of customer service key performance indicators.
• Track departmental performance using SQDC metrics and facilitate development of action plans to improve.
• Participate in activities to maintain the accuracy of customer data.
• Represent the company in relations with customers and suppliers.

The successful candidate will have a minimum of 5 years’ leadership experience in a similar customer service / sales role. Strong commercial awareness, analytical, and project management skills in conjunction with excellent verbal and written communication skills and the ability to efficiently handle multiple priorities are essential for this role.

ABOUT US

Crane Building Services and Utilities (BS&U) is part of the Fluid Handling Division of Crane Co. founded in 1855, which is a global, multi-industry, New York Stock Exchange quoted company. We design, manufacture, package and market engineered flow control solutions for the HVAC and Utility sectors, with strong sales into key growth export markets.

The name Crane speaks of who we are, what we stand for and how our customers perceive us : A company with history and tradition, but also a company that is innovative, quality minded and one which acts with integrity and still holds to the resolution of its founder.

Crane Co. was founded on 4th July 1855 by Richard Teller Crane who made the following resolution :

"I am resolved to conduct my business in the strictest honesty and fairness; to avoid all deception and trickery; to deal fairly with both customers and competitors; to be liberal and just towards employees; and to put my whole mind upon the business."

The essence of this resolution is the business policy of Crane Co. today.

We believe that embracing inclusion and diversity is key to our success and as such we are seeking applications from candidates who will contribute their different backgrounds, cultures and experiences to our business.