Job Ref: 215824764

Date: 2022-02-15 21:23:49

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Role: Customer Care Team Leader

Salary: £40,000 – £45,000

Location: Milton Keynes (Hybrid – Office / WFH)

Do you have experience managing and developing customer facing teams? Do you have experience in supply chain management? Do you have experience of customer KPI's and reporting?

With a heritage of 250 years, our client is shaping the future of food, fragrances and beauty industries. Providing organic, natural ingredients to uncover new and exciting solutions, they are at the forefront of innovation.

In this Customer Care Team Leader role, you will be overseeing all daily operations for your Customer Care team. They will be the central link between the supply chain, the customer and the operations and sales teams and it will be your responsibility to ensure a superior customer experience across the board. You will ensure you and your team build strong relationships and act as the voice of the customer within the business.

Main Responsibilities:

Implement and execute a Customer Care strategy following global guidelines.

Managing customer expectations and build strong relationships.

Support Customer Care Representatives for escalation of problem resolution, complaints, and prioritization.

Identify areas of process efficiencies, make proposals to address and implement solutions

Ensure implementation of the New Customer/product processes

Monitor team performance and workload and maintain balance within the team and support order management activities when necessary

Proactively collect Customer Forecast, enter forecast in Demand Planning tool and collaborate with planning on information relating to demand planning and stock positions

Continuously identify opportunities for improvement in Customer Care and participate in projects when relevant.

Responsible for customer KPIs and reporting where required

Provide support for assigned customers and affiliates to meet order requirements and escalate issues where appropriate.

Actively work with the customer care team on delivering superior customer experience

Day to day communication and collaboration with customers, operations, and sales.

Resolve request for order changes, issues and handle customer complaints and inquiries.

Prepare Debit and Credit notes, process quality notifications and Customer Returns.

Proactively collect Customer Forecast and collaborate with planning on information relating to demand planning and stock positions.

Update and maintain accurate customer records, including customer specific information, contracts, labelling, packaging, and stock requirements.

Provide coverage and support accounts for other team members as necessary.

Participate to Customer visits and presentations when required.

Skills & Requirements:

5 years in the customer care or supply chain management industry

Customer focused with experience in nurturing peer relationships

Great time management with the ability to act swiftly and accurately

Proven negotiation, conflict resolution management and problem-solving skills

Building effective teams, managing and measuring work load

Strong knowledge of SAP and associated processes

Microsoft Office expertise

Interpersonal and communication skills

Demonstrated Customer Relationship Management

Basic Inventory Management knowledge

Understanding of Incoterms and Shipping Terminology

Knowledge of Lean/Six Sigma, (white/yellow belt)

Knowledge of automation and new technologies

High Level on Kosher processes

Profile Resourcing is acting as an Employment Agency in relation to this vacancy

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