Customer service supervisor

Overall Purpose of the Role:

To manage the Customer Engagement team in your area. Your role is to establish and maintain the performance of your team, delivering the annual KPIs, objectives and targets always through excellent customer service & engagement. The aim is to drive customer engagement whether the customer uses the phone for order placement or not think how else can we support & engage the customer.

What is it like to do this role:

Varied! Working with the Customer Engagement Controller and colleagues to provide the right tools to do the job, coaching and training individuals and the team to upskill and support their development in order to perform and achieve KPIs, objectives and targets. Providing support to customers when things dont go to plan, liaising with the Channel Sales teams, Operations (Transport & Warehouse) & Accounts Receivable to ensure that customer care and engagement is a priority for any issue resolution. Always expect the unexpected!

Key Relationships:

Customer Engagement Team, Channel teams (field & accounts), Operations (Warehouse & Transport), IT, Accounts Receivable (AR), QC, Sales Data Admin, Marketing Leads.