Team Leader Internal Sales

Færch Plast Group; Ely; On-site; GBP 38,000 - 55,000; Full time

Benefits offered by this job

Pension Scheme

Death in Service Benefit (4x Salary)

Bupa Health Cash Plan

Cycle to Work Scheme

Long Service Allowance (2 & 5 Years)

Long Service Recognition Programme

Free Hot Drinks

Regular Company Events

Free On-Site Parking

Job summary

Færch Plast Group in the United Kingdom (Ely) is seeking an experienced Head of Customer Service to lead the team, drive collaboration with customers, and implement CRM best practices.

You will oversee order processing, quotations, data accuracy across SAP/CRM, and guide initiative for continuous improvement, product launches, and stock control. This role includes 37.5 hours per week, pension, health plan, and on-site parking.

Responsibilities

• Drive strong cooperation between Faerch and customers with regular contact and relationship building.
• CRM usage and best practices including task management, submission and tracking of official price quotations, regulations and SPCs.
• Monitor internal sales productivity and ensure efficient daily order processing, quotations, regulations, bonus and follow-up activities.
• Ensure all internal sales are operating IT systems (M3, SAP IBP, CRM, SPCs, Targit) and data entry accuracy.
• Escalate production and haulier issues with site planning and hauliers to priorities as needed.
• Monitor SAP IBP forecast accuracy with the demand planner on a monthly basis.
• Assess stock levels and safety stock with Country Lead, Customer Service for coverage.
• Support new product launches and delists to ensure smooth transitions and minimize obsolete stock.
• Create, monitor and manage tool contracts in line with new tool procedures.

Job description

Key Responsibilities

Customer Service Excellence

• Ensure the internal sales team drive a strong co-operation between Faerch and customers, with regular contact and relationship building with daily customer contact.
• Ensure excellent CRM usage and best practice including, but not limited to task management, submission and tracking of official price quotation, regulations and corresponding SPCs and general monthly housekeeping as required. Work with the Senior Manager, Customer Service in instilling CRM best practices in both internal and external sales
• Monitor Internal sales productivity and ensure efficient daily order processing, quotations, regulations, bonus and follow-up activities between customers, sales representatives, and internal departments to ensure timely and accurate fulfilment
• Ensure all internal sales are operating all IT systems correctly (M3, SAP IBP, CRM, SPCs, Targit). Monitor control correct data entry and customer MasterData.

Collaboration

• Point of escalation for all production and haulier issues working with the corresponding manufacturing site planning manager and hauliers to prioritise as needed.
• Monitor and track SAP IBP forecast accuracy for the segment working with the demand planner on a monthly basis to assess areas of improvement.
• Work with Country Lead, Customer Service in assessing stock levels and safety stocks are maintained enabling correct stock coverage and contingency for peak season.
• Support the co-ordinators in new product launches and delists to ensure to seamless transition and minimise obsolete stocks. Escalation to Country Lead, Customer Service in instances where customers dispute liability. Review Monthly reporting with the Country Lead, Customer Service.
• Create, monitor and manage all tool contracts as required (capex, customer orders and forecast etc.) strictly adhering to new tool procedure ensuring all new developments and trials are within existing material/process platform.

Team Leadership

• Oversee and manage the customer service team within the designated area.
• Foster a positive and collaborative work environment, encouraging professional growth and development
• Create a cohesive and motivated customer service team by promoting teamwork, and encouraging innovative solutions to customer challenges.
• Enhance the skills and capabilities of the customer service team fostering a culture of continuous improvement, accountability, and professional growth.

Hours: 37.5 hours per week, Monday to Friday

What We Offer

• Pension Scheme
  • Death in Service Benefit (4x Salary)
  • Bupa Health Cash Plan
  • Cycle to Work Scheme
  • Long Service Allowance (2 & 5 Years)
  • Long Service Recognition Programme
  • Free Hot Drinks
  • Regular Company Events
  • Free On-Site Parking