We have an exciting opportunity for a Customer Service Supervisor to join our busy, vibrant, customer service focused sales team. This position is well-suited to an enthusiastic team player with a passion for delivering excellent customer service.
This role will work as part of the Customer Contact Centre providing service excellence to our customers in order to assist in meeting the Company's sales targets, through specialising in account support to customers and the external Sales Teams.
Responsibilities:
* To always provide first customer service excellence to all contacts by being the go-to Supervisor for customers, new initiatives, our product ranges and specific customers.
* Take ownership of customer enquiries, escalations and complaints through to a good resolution, responding to them in a timely manner and proactively following them through to a satisfactory resolution, supporting Customer Service Advisors with escalations and more in-depth enquiries.
* Build and establish strong connections with your direct points of contact with the Business Managers, with regular reviews and updates provided to ensure you maintain a good understanding of the current practices/trends within the flooring industry and specifically customers you are supporting.
* Identify any areas where we can improve our processes and procedures in order to provide our customers with the best customer experience in the flooring industry.
* Communicate and co-ordinate with other departments within the business to ensure that our customers receive the best experience possible.
* Oversee the accurate processing of orders, samples, POS, returns and queries, in relation to accounts you help to manage.
* Ensure that details of all communication/interaction regarding account holders are registered accurately in the relevant IT systems, becoming system specialists to continually strive to improve our service offering.
* Handle all Escalations from the Team, Projects, VIP Projects, Stock Enquiries, Returns, Call-Off Orders and Reserve orders, new account enquiries and queries in a timely manner for the external Sales Team ensuring that we obtain a full understanding of the customer's requirements and their business operations and provide suitable follow up.
* Pro-actively complete call outs to specific l customers to ensure the level of service expected is exceeded, working in partnership with these businesses.
* Attend events and meetings as required to maintain communication and knowledge, providing regular progress reports within the Team and Management.
* Support the Team through calls and inbox support, to ensure during peak trade all customer contact is dealt with as promptly as possible.
* Any other reasonable duties which may be required by management from time to time.
Requirements:
* Experience in a customer service environment
* Passionate about delivering excellent Customer Service
* Able to work well under pressure in a fast paced environment
* Experience of working in a target driven environment
* Self-starter with the ambition to succeed
* Able to work on own initiative and plan own workload
* Excellent knowledge of the Karndean product portfolio
* Excellent communicator and listener
* Good negotiation and objection handling skills
* Strong interpersonal skills
* Working knowledge of Microsoft Dynamics CRM would be beneficial