Job description The role: The main responsibilities of the Team Leader role will be to help lead and support the Customer Service team with the Customer Service Manager, directly own and manage the Amazon account for the North-West Region and be the Administrative super user for SAP for the North-West Team. The role will require you to lead and manage the Customer Service team and ensure that all sales enquiries, orders, artwork, cutter requests, complaints & queries are processed to internal and external customer satisfaction. Key to the role is ensuring clear communication channels exist between departments. To assist your potential you will be standing in for the Customer Service Manager. As the Amazon account holder for the North-West Region you will be responsibility for managing the Amazon site account. Co-ordination with Customer, site and Supply Chain are key elements to making this process work. The focus on I.T and business process is vital for success in the role. As the Team Leader the business will look for you to be the Super User for SAP within the Administrative function. In turn you will be trained were necessary but also have a responsibility to make sure knowledge is passed on in the team and support given to colleagues within the business. Applicants should have excellent PC and numeracy skills with experience of sales administration and working within a team. You will be approachable, with the ability to integrate into the busy customer service team and customer focus is key in this role. Tasks / Functions / main responsibilities: Management for the Forward Load and make sure order requirements are fulfilled & machines are balanced and correct default routes are used where possible Management and monitoring of orders to ensure fulfilment of conditions such as: Quantities, prices, delivery times, etc., Monitoring of Stock Replenishments, to ensure they are being actioned in line with stock agreements and forecasts are reviewed at all times, to ensure best available lead-time on all machines Monitoring of aged stock in relation to customers to include accounts administered at different sites. Co-ordinate actions to meet and exceed customers’ needs and offer a best in class service Manage the FOA process and administer when required Check daily load plan from Transport and resolve any planning or deliver issues proactively, as well as looking forward for order consolidation for customers, where possible. The managing of the 10am Customer Service, Planning and Load Planning meeting is chaired by either the Customer Service Manager or Team Leader daily. Update, track and amend customer reserves – with quarterly review with Supply Chain (Capacity Reservation). Take ownership of new business, including quotes and track until final delivery. Attend Customer Gate Way meetings as co-ordinated by Technical Support and Account Management. Co-ordinate SOP actions with the rest of the region to optimize customer lead-times and deliveries Ensure origination is invoiced accurately and recovered in a timely manner. Ensure customer complaints are correctly logged and closed in a timely manner. If required action offload from other sites and offload to other sites. Assist the Customer Service Manager in being the point of contact for SAICA plants Update holiday sheets and holiday calendar as per the ‘Workday’ process, arranging shift cover where necessary. Ensuring the Customer Service team are aligned to all e-learning provided to fulfil their role. Cover for Customer Services advisors and Manager and ensure workloads and phones are covered for absence and holidays Attend meetings and briefing when required, together with his/her Customer Services Manager, Sales Team, Regional Commercial and Sales Manager. Work with the Customer Service Manager, Supply Chain and I.T/I.S support to update/improve internal processes across all departments Work with the Amazon Account Team to control the support and SLA’s for the customer. Assist the other stake holders whilst updating on the performance of the account (weekly and monthly). Management of the Amazon account for the site including weekend cover for the escalation procedure when required. Regularly work with Despatch, Production and Quality department to ensure excellent attention to detail with Stock and Orders Management. Job requirements You will enjoy working at Saica if you: Care: Are a team-player, support your colleagues and share your ideas It’s important that you want an inclusive workplace that promotes and values diversity Value: Have high standards, want to achieve good quality and great service Challenge: You are self-motivated to improve and achieve. You are open and transparent, tell it as it is. Specific skills or experience requirements will be shown in the job description. Company description Saica Group offers sustainable paper solutions for the manufacture of corrugated board and flexible packaging, promoting circularity in waste management. With more than 12,000 employees and a presence in 11 countries (Spain, France, Italy, Portugal, the United Kingdom, Ireland, Turkey, Luxembourg, the Netherlands, Poland, and the United States), Saica Group has four business lines: the production of recycled paper for corrugated cardboard (Saica Paper), waste management and environmental services (Saica Natur), the production of corrugated board packaging (Saica Pack), and flexible packaging (Saica Flex).