Customer Experience Team Leader

Job Description

The Client: An award-winning and recognised Manufacturer based in the West Midlands. They are well established and backed by a $multi billion Fortune 500 company. There is R&D based in the USA and Manufacturing sites across Canada, UK, India and China. In the UK they have 300 employees. The Opportunity: For this Customer Service Team Leader, you will lead a small team in managing sales order processing activities and a small proportion of credit control for UK and overseas. Some of the key responsibilities for this successful individual would be but no limited to: * You will lead and motivate a team to achieve their goals. Participating in regular team meetings and training to improve job performance and customer service skills. * Be actively involved in eliminating the company’s outstanding balances, and receivables as well as the sales interface between warehouse operations, factory, and finance departments. * Oversee sales order processing for both UK and International sales orders. * Ensure accuracy and efficiency in order processing, from initiation to fulfilment. * Act as the main point of contact for escalations and communication between the warehouse, factory, and other internal departments. * Lead and manage the customer service team to ensure effective credit management. * Engage with UK and International customers via phone, email, or chat to schedule field service bookings. * Oversee customer inquiries, concerns, and feedback, ensuring a positive customer experience. * Manage the aged debt for UK and Ireland receivables. Developing and execute plans to reduce outstanding aged debt balances. * Oversee monthly reports to ensure compliance with VAT and International Shipping processes. * Prepare monthly sales forecasting reports. * Provide feedback to the sales and management teams regarding customer concerns and suggestions for service improvement. The Candidate: The successful Customer Experience Team Leader will be/have: * You will have proven Team Leader experience * Experience covering Export admin, Shipping/Logistics would be great, however we are assessing people on a case by case basis * Sales admin and overseeing some credit control would be nice, but some elements of the position can be trained * Excellent communication and interpersonal abilities. * Ability to lead and motivate a team to achieve performance goals. * Able to use Microsoft Office and CRM software would be nice * Strong organisational and multitasking skills * Ability to work well in a team environment and independently Benefits: £competitive basic salary A great working environment at their centrally located head office Hybrid setting – (Tuesday – Thursday after probationary period) Free breakfasts, fresh fruit and tea & coffee Pension to help you save for the future Regular team social events Training & development Company pension Free parking On-site parking Please contact for a confidential discussion