Customer Service Supervisor

Trimline Group; Swanley; On-site; GBP 26,000 - 34,000; Full time

Job summary

Trimline Group is seeking a Customer Service Team Leader in the United Kingdom to oversee the CS team and ensure service KPIs are met. The role focuses on accurate quote and order processing, daily team management, and delivering high levels of customer support.

You will motivate the team to go the extra mile, coordinate with the warehouse to improve OTIF, coach staff on error rates and call performance, and drive product training using available technical resources.

Responsibilities

• Ensure that Quote and orders are processed in the correct way
• Manage the team on a day to day basis, to ensure performance targets are hit
• Motivate the team, to provide an A1 service to each customer, going the extra mile
• Manage communication with the warehouse team, to increase our OTIF score
• Coach team members based upon their error rate and phone call ratings
• Ensure customers outstanding orders are actioned promptly
• Organise product training for the CS Team, utilising our technical resource
• Process orders working alongside Cilla Hayward and answering telephone calls as required

Job description

Overall Function

To ensure the CS Team meet their KPIs proving that the team is providing a service level above and beyond what our clients would expect.

Responsibilities

• Ensure that Quote and orders and processed in the correct way
• Manage the team on a day to day basis, to ensure performance targets are hit
• Motivate the team, to provide an A1 service to each customer, going the extra mile
• Manage communication with the warehouse team, to increase our OTIF score
• Coach team members based upon their error rare and phone call ratings
• Ensure customers outstanding orders are actioned promptly
• Organise product training for the CS Team, utilising our technical resource
• Process orders working alongside Cilla Hayward and answering telephone calls as required

KPIs

• Rate 80 Phone Calls within the CS Team
• Outstanding orders to below 1% of orders taken
• Error Rate CS Team Under 0.5%
• Average Phone Answer Time 17 seconds
• Net Promoter Score of 60 per person per day
• 300 Enquiries Logged within the CS Team
• Each CS Person Achieve 480 mins per month in product training