Senior Customer Service Representative (Supplier Focused)

Pilot Group Limited; Manchester; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading supplier management company in Manchester is looking for a Senior Customer Service Representative. This role focuses on overseeing operations of the supplier-facing Customer Service team, ensuring accuracy in purchasing and supplier support. The ideal candidate will have strong relationship management skills and proven experience in managing supplier relationships. You'll act as the main point of contact for supplier escalations and work closely with the Team Leader to drive continuous improvement and performance metrics.

Qualifications

• Proven experience in managing supplier relationships or purchasing operations.
• Excellent organisational and prioritisation skills.
• Demonstrates out-of-the-box thinking.

Responsibilities

• Oversee the supplier-focused service team for efficient operations.
• Act as primary escalation point for supplier issues.
• Manage purchase orders and ensure accurate communication.

Skills

Strong communication skills

Relationship management

Organisational skills

Out-of-the-box thinking

Ability to challenge for improvement

Job description

Senior Customer Service Representative (Supplier Management Focus)

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Purpose of the Role

To oversee and support the day-to-day operations of the supplier-facing Customer Service team, ensuring accuracy and efficiency in purchasing support, supplier communication, and inbound forecast management.

You will act as the main point of contact for supplier-related escalations and work closely with the Team Leader to maintain consistency in processes, training, and continuous improvement.

This role also provides updates to the Team Leader regarding supplier-side team performance, highlighting progress, challenges, and key metrics to assist with staff development, KPIs, and bonus assessments. (Reports to the Customer Service Manager).

Key Responsibilities

• Oversee the supplier-focused service team to ensure accurate and timely completion of all purchasing and supplier support tasks.
• Act as the primary escalation point for supplier issues, ensuring swift and effective resolution.
• Support the management of purchase orders, deliveries, offers, price lists, and inbound forecasts, ensuring communication protocols are followed.
• Collaborate with internal departments to resolve supply or data-related discrepancies and support Supply Chain to maintain inbound continuity.
• Work closely with the Senior Customer Service Representative (Customer Management Focus) to maintain, develop, and align the inbound customer journey piece.
• Support existing accounts on a BAU basis and ensure continuity in service delivery.
• Manage the daily workload, priorities, and support needs of Customer Service Representatives and collaborate with the Team Leader on any changes from BAU.
• Take involvement in creating, monitoring, and reporting on customer SLAs, KPIs, and performance metrics to drive service excellence.
• Identify and elevate opportunities for supplier relationship or data management improvements to the Customer Service Manager and Team Leader.
• Support onboarding, mentoring, and ongoing training of new and existing supplier-side team members alongside the Team Leader.
• Provide regular feedback to the Team Leader on team performance, highlighting strengths, development needs, and process challenges.
• Ensure team members demonstrate effective time management, accuracy, and adherence to SLAs.
• Collaborate closely with the Senior Customer Service Representative (Customer Focus) to ensure a unified and efficient Customer Service function.
• Work closely with the Senior Customer Service Representative (Customer Focus) to build knowledge to the relevant standard to provide cover during leave periods.
• Be prepared to take on additional duties as assigned by the Customer Service Manager to support business needs.

Essential Requirements / Experience

• Strong communication and relationship management skills.
• Proven experience in managing supplier relationships or purchasing operations.
• Excellent organisational and prioritisation skills.
• Demonstrates out-of-the-box thinking.
• Prepared to challenge to improve.