Customer Service Team Leader

Jdr Recruitment; Rishton; On-site; GBP 30,000 - 38,000; Full time

Benefits offered by this job

Pension Scheme

Free Car Parking

Staff discounts

Health scheme

Job summary

JDR Recruitment is recruiting a Team Leader onsite in Rishton to manage a Customer Service/Sales admin team for a national manufacturing and distribution company. The role is Monday to Friday, 37.5 hours, onsite only, with a focus on leadership, customer relationships and performance management.

You will drive process improvements, oversee order management, quotations, and account queries while maintaining high service levels across the department.

Qualifications

• People management experience leading a team.
• Strong customer service and sales administration background.
• Ability to drive process improvements and deliver results.

Responsibilities

• Monitor performance and motivate employees through 1:1s and team meetings.
• Balance workloads, holidays, and absenteeism across the department.
• Communicate regularly with all team members and provide updates.
• Prepare customer quotations with accuracy and timely follow-up.
• Process sample requests and ensure customer expectations are met.
• Enter orders and maintain customer communication and follow-up.
• Ensure accurate product, price, and delivery lead-times to minimise errors.
• Resolve order queries with customers, suppliers and colleagues.
• Manage debit/credit note processes and customer complaints/returns.
• Ensure order dates are managed and proforma invoices communicated.
• Manage the customer base with high service levels; handle objections and sensitive queries.
• Meet operational targets and ensure processes are followed; liaise with other sites and departments.
• Identify process gaps and drive improvements; support SAP/Excel reporting and project work.

Skills

People Management

Customer Service/Sales administration

Process driven

Motivate and develop staff

Attention to detail

Communication skills

Negotiation skills

Relationship builder

Tools

SAP

Excel

Job description

Must have full Right to Work in the UK. This role is based ONSITE (NOT HYBRID)

Monday to Friday 37.5 Hours per week

We are looking for a Team Leader for a great opportunity to manage a team of Customer Service/Sales administrators for this expanding office of this national manufacturing and distribution company.

A motivated leader is required to ensure that the department runs smoothly. You must be business focused, have a strong customer background, build relationship and lead by example. Your responsive and time management skills will be maximised to ensure that the departments results are met.

What you will be doing:

People Management which includes

• Monitor performance and motivate employees (1:1 meetings, team meetings and coaching, training and developing the team
• Maintain and manage time management for the department with balancing workloads/holidays, absenteeism
• Communication with all team members - updating

Order Management

Ensure that all pre sales and stock enquiries from Customers are handled

• Prepare Customer quotations, ensuring accuracy, timeliness, satisfaction and adherence to paperwork trails. Ensure discount registration system is managed
• Process and manage sample requests for Customers in line with their expectations
• Process all incoming orders onto the system, and ensure that Customer receives expected level of communication and follow up throughout
• Provide highest possible level of accuracy in relation to product, price and delivery lead-times, to maximise effectiveness and minimise errors
• Manage to successful conclusion all order queries from Customers, suppliers and internal colleagues
• Manage the Debit/Credit Note process to Customer and Company requirements
• Manage any customer Complaints & Returns effectively and efficiently
• Ensure order dates are managed
• Manage proforma invoice and account status communication with Customers

Customer Management

• Management of customer base - across the department - maintaining the highest levels of customer service
• Objection Handling
• Managing critical customer queries/sensitive orders etc

Process Management

• Ensure the department meet operational targets
• Ensure all process have been adhered to across the department
• Liaise with all departments across the business
• Liaise with other sites across the business
• Identify process gaps and improvements
• Work with the wider team to identify and implement process improves
• Management reporting - SAP AND EXCEL
• Project management

Skills and Knowledge:

• People Management
• Customer Service/Sales administration
• SAP and Excel
• Process driven, drive improvement
• Be able to motivate, lead and develop staff
• Attention to detail
• Good communication skills at all levels
• Excellent negotiation skills, results focused
• Relationship builder

In return the company offer :

23 days holidays plus bank holidays

Pension Scheme

Free Car Parking

Office location - Industrial estate

Staff discounts, health scheme

We are an equal opportunities employer and welcome applications from individuals of all backgrounds. We are committed to creating an inclusive environment where everyone feels valued and respected.

JDR Recruitment Ltd is acting as an Employment Business in relation to this vacancy.