Customer Services Team Leader

CSS Contracts Support Services Ltd; King's Lynn; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading fresh produce supplier in King's Lynn is seeking a Customer Services Team Leader to oversee order management and ensure high-quality service. You will lead the customer services team, maintain strong customer relationships, and analyze stock levels against sales. The ideal candidate will be proficient in Excel, have excellent communication skills, and a positive can-do attitude. A competitive salary and benefits are offered.

Benefits

Pension plan with employer contribution

Healthcare Cashback Scheme

Life Assurance

Salary sacrifice car scheme

Cycle to Work Scheme

Social Club with funded events

Employee Assistance Programme

Qualifications

• Experience in using the full MS Office suite, especially Excel.
• Ability to develop and maintain customer relationships.
• Excellent verbal, written, numerical and interpersonal skills.

Responsibilities

• Lead the customer services team in order management.
• Manage relationships with customers and internal teams.
• Analyze stock vs sales for account portfolio.

Skills

Excel proficiency

Customer relationship management

Communication skills

Analytical skills

Negotiation skills

Organizational skills

Resilience

Tools

SAP

Qlikview

Job description

Overview

Our client is a global market leader of Fresh and Frozen produce. They are recruiting for a Customer Services Team Leader for their Kings Lynn site.

Salary: Very competitive salary offered dependent on experience. Hours: Monday to Friday 8am – 4pm (with some flexibility required).

Reporting to: Transport Manager. Holidays: 20 days plus Bank Holidays increasing to 26 days plus Bank Holidays after the first year of employment.

Benefits include:

• Pension 4% employer contribution salary sacrifice or stakeholder
• Healthcare Cashback Scheme
• Life Assurance
• Salary sacrifice car scheme
• Cycle to Work Scheme
• Social Club with funded events for employees and family
• Employee Assistance Programme

Purpose of the role:

To be the all-category expert across all customers ensuring excellence and quality of customer service. Managing the delivery of the best quality safe products and ensuring that all functions across the group are aligned to the customer. Maintaining and nurturing the customer relationship, growing trust and being open and transparent with the customer on all service level agreements. Managing and promoting the value proposition to the account customers to maximise profit, growth and service.

Duties and responsibilities

Main Objectives:

• To lead the customer services team to ensure orders are put on the system in good time.
• Stock levels are maintained and service levels with customers are increased.
• Production is informed of any large orders or promotional needs.
• Manage the Tesco TIMs reports and system updates.
• Support the customers supply chain calls when required.
• Analyse stock vs sales for account portfolio to ensure 100% service level.
• Production of Sales/Stock Reports as required by account portfolio.
• Update contract tracker for key accounts.
• Manage the maintenance of the customers’ price files on SAP.
• Ad-Hoc administration tasks as required by business needs.
• To arrange cover for Sales Order input due to holidays or sickness.
• When appropriate contact customers to upsell on orders to maximize distribution efficiency.
• Collect, analyse and report on reasons for sales order rejections, and follow up improvement plans.
• Support the wider supply chain team with orders, reports and other administration duties.
• Conduct product portfolio reviews helping with tail management, margin reviews and new product introductions.
• Any other adhoc duties as required.

Customer Relationships

• As required support the day-to-day relationship with Buyers/Retailer Logistics/Technical teams in conjunction with the Company’s Operational/Technical Teams.
• Proactively develop relationships with key functions across the Group (Especially the Division S&OP team).
• Address customer concerns and ensure the resolution of issues in a timely manner, with follow-up when appropriate.
• Actively escalate any issues to the business managers should their involvement be required.

Systems Management and Order Processing

• Operate and utilise daily relevant retail systems within the company and customers (including Qlikview, SAP etc.).
• Operate business applications, software, e-mail and internet in accordance with the Company IT Usage Policy.

Communication

• Feed intelligence back into the organisation for the development of existing products and service offerings.
• Communicate daily and weekly delivery performance levels to your team.
• Actively communicate and seek feedback from colleagues and customers.
• Play a participative part in Team Briefs and relevant management meetings.
• Be fully conversant with the company’s vision, values and behaviours.
• Be proactive in the provision of feedback and the delivery of ideas to develop and improve solutions relating to the company’s commercial service.
• Ensure feedback to line manager outlining general activities of role and ‘how we are doing’.

Key performance indicators

• Volume targets for all customers and categories.
• Individual and specific targets aligned to the above.
• Customer Service levels in line with their requirements.

Job related skills & experience

• Experience of using the full MS Office suite, with particular emphasis on Excel.
• Working to deadlines, workload planning and multi-tasking.
• Experience of carrying out presentations.
• Experience of developing and maintaining customer relationships.
• Excellent verbal, written, numerical and interpersonal skills.
• Organised and efficient - have full responsibility for own admin output.
• Commercial awareness.
• Professional and courteous telephone manner.
• Resilient, Confident, Conscientious, Self-motivation and drive, a "can do" attitude, Ambitious, Analytical, Negotiation skills, Reliable, Entrepreneurial, Creative, Passionate, Sharing.
• Flexible – must be willing to travel and work out-of-hours when business demands.
• Full driving licence.

Desirable

• Demonstrable knowledge and experience of SAP or similar sales tools.
• Sales experience in FMCG arena.
• Merchandising/Marketing experience.
• Knowledge or experience of the independent wholesale/retail arena.
• Evidence of entrepreneurship.