Job Summary As Wood Innovations continues to grow, we are recruiting for an experienced Customer Service Team Leader to support and lead the customer service team. This is a hands-on role, combining day-to-day customer service, sales order processing, and logistics coordination with team leadership and performance support. The ideal candidate will be confident handling customer escalations, supporting team development, and maintaining high service standards in a fast-paced environment. Reporting to the GB Sales & Customer Service Manager, this role is key to the smooth running and continued growth of the business. Job Description Key Responsibilities & Work Functions Team Leadership & Support Lead, support, and motivate the customer service team on a day-to-day basis and ensure alignment with business objectives. Act as the first point of escalation for customer issues, complaints, and complex queries. Support onboarding and training of new team members, including systems, processes, and product knowledge. Monitor individual and team performance against KPIs, providing regular feedback and guidance. Assist CS Manager with the preparation of internal and external meetings and annual performance appraisals. Promote a positive, professional, and collaborative team culture. Sales & Customer Service Operations Oversee the monitoring of the sales inbox, ensuring timely and accurate responses. Ensure sales orders are processed correctly on the ERP system and in line with company procedures. Oversee order verification, picking list, delivery docket, and dispatch documentation accuracy. Confirm the accuracy of incoming goods in relation to invoices, purchase orders and internal transfers. Support proactive telesales activity, encouraging the team to meet individual and team sales targets. Coordinate with the Samples Department, customer service team and sales representatives to ensure samples orders are fulfilled on time. Maintain strong relationships with customers by ensuring high service standards are consistently met. Logistics & Coordination Oversee daily haulage planning, manifests, and liaison with freight companies. Ensure all dispatch documentation is accurate and ready on time. Coordinate closely with warehouse, sales representatives, and management to resolve issues quickly. Process Improvement & Reporting Identify areas for improvement in customer service, order processing, and team workflows. Support the implementation of new processes or system improvements. Provide regular updates to management on team performance, challenges, and operational issues. Tracking of customer and supplier issues and provide appropriate solutions and be the point of escalation. Oversee stock movement patterns and ensure maintenance of stock levels to promote proactive purchasing. General Duties Act as a point of contact for sales representatives and trade customers. Support general office administration as required. Assist with the planning and conduction of team building exercises. Carry out any additional duties appropriate to the role. Person Specification Essential Criteria Experience Minimum 3 years’ experience in a customer service or sales administration role within a similar industry. Previous experience in a senior, supervisory, or informal team lead role (or clear evidence of mentoring/training others). Strong experience using ERP systems and managing sales order processes end to end. Skills & Knowledge Excellent customer service and communication skills, both face-to-face and over the phone. Strong understanding of sales processes, order fulfilment, and logistics coordination. Confident decision-maker, able to handle escalations calmly and professionally. Strong organisational skills with the ability to prioritise and manage multiple deadlines. Good working knowledge of Microsoft Office and Windows-based systems. Comfortable working under pressure in a fast-paced environment. Desirable Previous experience working for an importer/distribution company in a similar role. Previous experience of working with flooring products or construction products. Benefits Normal Office Hours Monday – Friday 9-5.30pm 28 Days Holidays (including stats, Christmas & New Year Shutdown) Option to join a contributory stakeholder pension scheme after three month’s services. Option to join the company’s health benefit scheme after six month’s service. Workplace Bonus Scheme Employee Assistance Programme Social Events Cycle to work scheme. Staff health and wellbeing programme. Free on-site parking Branded Clothing Kitchen/catering facilities on site including complimentary tea/coffee/milk/water/fruit/bread and butter. Opportunity for personal and professional development and attend external training seminars. Tech Scheme: Select from Curry’s extensive tech offerings, spreading the cost over 12 months with salary deductions and potential National Insurance savings of up to 12%. Flexible working Full training will be given on products, processes and ERP system.