We are working closely with a business based in Newton Aycliffe that is looking for a Customer Service Lead to join their team on a full-time, permanent basis.
They are looking for someone to foster a strong working relationship with their sales and operations teams, collaboratively managing a shared portfolio.
You will have 3–5 years in a customer service-based role with a proven record of success. This role has the potential to develop into leadership, where you can manage your own team of customer service professionals.
You will be responsible for:
1. Promptly and professionally responding to customer queries through various channels such as phone, email, or social media
2. Collaborating with other departments to address and resolve customer issues, complaints, or concerns effectively and efficiently
3. Ensuring that customer information, interactions, and transactions are accurately recorded in the company’s CRM
4. Assisting customers with placing orders, tracking shipments, and resolving any issues related to the ordering process
5. Proactively following up with customers to ensure satisfaction after a purchase or problem resolution
6. Meeting regularly with the Sales Director to give feedback to help improve customer service culture, response time, and tools to improve customers’ experience
7. Staying informed about new products, services, and industry trends
8. Assisting the sales team with sample fulfilment, ensuring all samples arrive in a timely fashion with the appropriate paperwork
9. Undertaking ad hoc tasks as the business requires