Customer Services Team Leader

Role Purpose & Overview:

To own the operational and day-to-day management of the Bradford Customer Service department, while providing key support to the Senior CSM on all relevant departmental projects within the assigned regions. Act as the primary escalation point for all local customer-related issues, working closely and collaboratively with Sales Managers and regional business functions to ensure operational efficiency and business continuity. Lead, coach, and support the professional development of all direct reports, driving efficiency, productivity, and engagement to enable the effective achievement of departmental goals and KPIs.

RESPONSIBILITIES:

Actively participate and collaborate in all regional CS projects, providing key operational support to the Senior CSM
Take full responsibility for the day-to-day running of the Bradford CS team (covering UK, Nordics, BNL and all EU E-business portfolios); providing guidance, leadership, and support in the management of key customer accounts and end-to-end OTC (order to cash) process:

• Build strong professional relationships across all internal and external networks (including local and regional CS teams, customers, and all relevant business functions)
• Provide key operational support to Senior CS manager to ensure successful & timely delivery of local and regional CS projects 
• Deliver first class customer support and assistance, ensuring first class service, acting as a role model for direct reports 
• Close liaison with transporters and external stakeholders, including close follow up on any issues affecting customer delivery and OTIF (on time in full)
• Support in the set up/processing of new customer accounts (or implement changes to existing accounts) and business approval forms
• Support in the updating and maintenance of customer master data records 
• Closely monitor sales, order processing and end-to-end OTS (order to shipment) process across areas of responsibility  
• Promote & support in the adoption of electronic ordering (Teccom, EDI), automation and standardization across CS processes and procedures 
• Drive efficiency and productivity: maximising sales output, reducing past due with stock on hand & increasing velocity in the order to shipment process 
• Proactive resolution of customer complaints through liaison with appropriate depts. and follow up (following appropriate escalation process)
• Follow-up proactively with material and delivery issues, ensuring high level of customer focus
• Interface with credit and finance department (and all other departments) in a timely manner to address & resolve potential delivery blocks 
• Initial point of contact for local and regional escalations and complaints 

JOB REQUIREMENTS:

• Previous Team Leader or senior role experience (or minimum 5 years in a fast-paced customer-facing role) (essential)
• Proven track record of managing a busy complex workload (essential)
• Willingness to undertake European travel when required (essential) 
• SAP knowledge and experience (essential) 
• Genuine passion for customer service and customer-centric attitude (essential) 
• Willingness to participate in ongoing training and development of skills and service in line with ever changing business requirements (essential)
• High level of written and spoken English (essential)
• Good working knowledge of MS Office (essential)
• Excellent communication skills (essential)
• People skills (essential)
• The ability to work under pressure & liaise confidently across all levels within the business (essential)
• Professionalism, tact, and diplomacy (essential)
• Minimum/Essential: A level or equivalent (GCSE English and Math’s A-C grade essential)
• Automotive industry experience in an international role (advantageous)  

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