Customer Service Supervisor

The Sherwin-Williams Company; Sheffield; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading company in the automotive industry is seeking a Customer Service Supervisor in Sheffield. This role involves overseeing customer service operations, improving performance metrics, and ensuring compliance with export regulations. Ideal candidates will bring significant experience in customer service management and a Bachelor's degree in a relevant field.

Qualifications

• Minimum five years of progressive customer service experience required.
• Experience in managing customer service and sales programs is essential.
• Strong knowledge of export regulations and Incoterms necessary.

Responsibilities

• Evaluate potential improvements in customer service operations.
• Maximize customer experience by coaching and monitoring performance.
• Develop policies to ensure compliance with service principles and laws.

Skills

Supervising and evaluating employees

Knowledge of export orders and Incoterms

Managing customer service and sales programs

Effective communication with stakeholders at all levels

Confident presentation skills for senior leadership

Ability to work with multifunctional and multicultural teams

Education

Bachelor’s degree in Business Administration, Marketing or equivalent experience

Tools

ERP systems (Oracle 11i and 12, Analytics)

Microsoft Office

Job description

As a Customer Service Supervisor within our Automotive division, you will evaluate potential improvements, 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.

Responsibilities:

1. Serve as the business owner for Customer Service operations in Automotive, evaluating changes to improve results, monitoring performance, and resolving issues.
2. Maximize Customer experience by reviewing team performance on key metrics, coaching agents, and liaising with departments such as Business Leadership, Sales, Marketing, Operations, and R&D to ensure customer needs are met.
3. Analyze operational reports to review process cycle times, workflow volumes, customer satisfaction, and handling times.
4. Identify trends in complaints and service issues; prepare and present monthly management data; use metrics to provide feedback and make recommendations for service, operations, and sales improvements.
5. Establish and implement measurable performance metrics to maximize team potential.
6. Apply departmental policies and procedures to enhance team efficiency and accuracy.
7. Assist in developing plans to optimize the EMEAI Customer Service organization.
8. Drive continuous improvements in OTIF, lead time reductions, and customer journeys.
9. Manage complex order processing, tracking, and follow-up for customers.

Responsibilities (continued):

1. Supervise staff, including hiring, training, performance evaluation, compensation, and disciplinary actions.
2. Coordinate staff development activities with line manager approval.
3. Ensure backup staffing and succession planning to maintain team continuity.
4. Develop policies to ensure compliance with customer service principles, laws, and export regulations, monitoring adherence.
5. Contribute to sales, customer relationship, and retention strategies, presenting them to management.
6. Analyze operational reports to improve cycle times, workflow, and data accuracy; implement necessary changes.
7. Manage customer service issues across departments and communicate with senior management.
8. Collaborate with internal departments for product introductions and operational changes.
9. Handle customer complaints related to orders, deliveries, and returns, ensuring swift resolution.
10. Perform other duties as assigned.
11. Require at least five years of progressive customer service experience.
12. Hold a Bachelor’s degree in Business Administration, Marketing, or equivalent experience.

Technical/Skill Requirements:

• Supervising and evaluating employees
• Knowledge of export orders and Incoterms
• Managing customer service and sales programs
• Providing operational consultation and advice
• Implementing programs, policies, and procedures
• Applying sales, marketing, and account management principles
• Interpreting and applying policies, laws, and export regulations
• Resolving complex customer questions and concerns
• Confident presentation skills for senior leadership
• Effective communication with stakeholders at all levels
• Ability to work with multifunctional and multicultural teams
• Managing interdepartmental programs
• Working with senior management
• Proficiency in PC skills, ERP systems (Oracle 11i and 12, Analytics), Microsoft Office

Note: You can apply for internal roles after one year in your current role, with prior manager notification. Please review the application guidelines before submitting. Internal applicants must upload their last two appraisals from HR Cloud.