Customer Operations Executive

Lloyd Recruitment Services is delighted to be working with a leading employer based in Westerham, recruiting for a Customer Operations Executive. The role will be hands on whilst at the same time managing a small team.



Role:



As the Customer Operations Executive, you will continue to be an active member of the Customer Services function i.e. processing daily sales orders but you will act as the Team Leader, supervising the daily activities and tasks of the Customer Services Team.



Please note: Must have previous experience managing teams



Duties:

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  Manage the day to day running of the Customer Service department, currently comprising a Team Leader and 5 Customer Service Representatives.


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  To be fully involved in the daily operations and allocate the work load accordingly to ability, experience and knowledge within the department.


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  Build effective relationships with Customers, Suppliers, Warehouse and 3rd party Warehouses, reviewing and implementing continuous improvement.


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  Provide a professional first line communication channel between the company and its customers and to be a visual presence to the team.


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  Refer all decisions on putting customers on credit stop to the appropriate Inside Sales Manager.


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  Raise with the appropriate Inside Sales Manager, any customer complaints, problems, judged to be serious enough, for the ISM to speak to and or arrange a visit to the customer concerned.


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  Use ERP/IT Systems (Sage V11 for sales order processing) To ensure fast and efficient processing of sales orders in time for deliveries and to reduce key errors to the absolute minimum.


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  Assist in hiring of new staff, recommend training courses where appropriate, conducting regular appraisals of the Customer Services Team, monitoring progress and ensuring training records are kept up-to-date. Carry out disciplinary procedures and dismissal, if necessary.


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  To train all staff and co-ordinate training, ensuring the same procedures and systems are used by all.


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  To be aware of, assist colleagues and/or take over where necessary any problems, claims, delivery failures and see that they are correctly handled to everybody’s satisfaction.


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  Raise any pricing issues for resolution by the appropriate Inside Sales Manager.


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  To work closely with the Support Services Manager, issues on all financial issues, e.g. stocks, credit notes, margins and accruals.


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  Advise the appropriate Inside Sales Manager of any new product opportunity arising from a sales query.


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  Ensure updated prices on customer notes and price lists, as authorised by the Product/Sales Manager and/or Business Unit Manager.


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  Conform to all applicable quality procedures.


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  To ensure cover exists for all jobs at all times, particularly during holidays and sickness. To approve holiday requests, making sure periods away do not overlap comprising the efficiency of the Team.


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  To be responsible for customer complaints.


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  Attending ISO Quality and Customer Service meetings, and to prepare Agendas and Minutes of these meetings.


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  To run regular break-out sessions of the team, and attending to any concerns or situations raised.

Reporting:

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  To the Managing Director, on all aspects of the efficient running of the Customer Services Team.


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  To oversee Customer Service on a continuous improvement basis.


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  To implement from time to time ERP systems upgrade and improvements.


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  To assist in the introduction of a CRM system across the Company’s market sectors


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  To facilitate change to becoming a more pro-active, office desk-based Sales Team.

Experience required:

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  Strong experience within a Customer Service role gained within a manufacturing or distribution type company


• 
  Proven staff management experience / Team Leader


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  Experience of leading from the front, rectifying any customer issues or complaints


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  Proven experience of working alongside senior members of staff, being able to effectively report any issues within the business


• 
  Organised, proactive and a team player


• 
  Strong IT skills (Sage desirable for order processing)


• 
  Previous experience of building good working relationships with clients and suppliers


• 
  Hands on approach, leading from the front whilst also mentoring and motivating the team


• 
  Previous training of staff members

In return a basic of up to £30,000

Monday to Friday 9am - 5pm

Parking on site



Due to the high volume of applications, Lloyd Recruitment Services can only contact shortlisted candidates