At Snap-on Tools we have a fantastic opportunity for a people-oriented customer service professional to join our team as a Customer Service Team Leader.
As a Customer Service Team Leader, you will be responsible for leading a team to deliver the highest level of service to our of franchisees, franchise support teams and end user customers.
Day to day responsibilities will include:
* Providing a high level of leadership, support and mentorship to a team of 10+ Customer Service Representatives
* Acting as the main escalation point for the customer service team
* Managing and maintaining predetermined service levels
* Providing performance feedback, completing reviews, and supporting team development
* Processing orders and credits within the internal CS System
* Facilitating direct supplier orders
* Liaising between different departments to ensure desired outcomes and information flow
* Continuously looking for and participating in Rapid Continuous Improvement (RCI) opportunities
We are looking for someone who:
* Has excellent leadership skills and experience in a supervisory or team lead role (or is a senior CSR ready to step up)
* Has excellent interpersonal skills, good telephone manner and a professional approach
* Possesses excellent communication skills, both written and oral
* Has a high level of competency in ICT (email, Word, Excel, PowerPoint)
* Is able to prioritise work, cope with competing deadlines and use initiative in a variety of situations
* Is accurate and pays attention to detail
* Has obtained A-level educational standards or has 2 years customer service experience
If this sounds like you, we would love to hear from you
Why work for Snap-on?
At Snap-on Tools our culture is built on relationships, collaboration and teamwork. You'll work with good people who have pride in – and passion for – what they do. The Snap-on brand is respected worldwide, thanks to the company's great employees and award-winning technology, products and services.
We welcome people with curiosity, lots of ideas and the desire to keep on improving.
About Snap-on
People know Snap-on for the quality of our products, but we know that it is the passion and character of our people that make our company a global leader. With our diverse talents and deep pride in the Snap-on family of brands, we drive innovation and create value. We work hard together. We grow together. We are one Snap-on team.
Snap-on was founded in Milwaukee, Wisconsin in 1920 and moved to Kenosha, Wisconsin in 1930.
Interesting Facts:
* 85,000+ SKUs in our product line
* 3,300+ active and pending patents throughout the world
* 29,000 people have visited the Snap-on Headquarters InnovationWorks since its opening in 2009
* Snap-on has paid consecutive quarterly cash dividends without interruption or reduction, since 1939
* Employees: 12,800 associates worldwide
* Sales: Net sales of $4.7 billion in 2023
Global Reach:
* Serves customers in more than 130 countries
* 4,800 mobile stores worldwide
* More than 3,400 franchise vans in the United States
* We have manufacturing, warehouse, distribution, R&D, and office facilities throughout the world
Job Types: Full-time, Permanent
Pay: From £30,000.00 per year
Benefits:
* Additional leave
* Bereavement leave
* Canteen
* Casual dress
* Company events
* Company pension
* Cycle to work scheme
* Employee discount
* Enhanced maternity leave
* Enhanced paternity leave
* Free flu jabs
* Free parking
* Health & wellbeing programme
* Life insurance
* On-site gym
* On-site parking
* Referral programme
* Sick pay
* Store discount
Experience:
* customer Service: 3 years (required)
Work Location: In person