About the position:
The Customer Service department plays an important and integral part of the Burton logistics operation. The Customer Service Team Leader is responsible for customer service, site facilities, and inventory management. They will play a key role in daily activities within the department and will be part of an operational team delivering high standards of service in line with customer requirements. Effective communication, accuracy, and expediency are essential. The team member will provide excellent customer service to key stakeholders and liaise directly with customers, suppliers, internal management, and warehouse staff.
Hours: 40 hours per week, 8:30 - 17:00, Monday to Friday. Operational hours are 07:00 - 19:00, requiring flexibility during peak times.
Key Tasks and Responsibilities:
1. Communicate courteously with customers via telephone, email, and face-to-face interactions.
2. Liaise with customers to resolve queries efficiently and clearly.
3. Review and improve customer service SOPs, Work Instructions, Policies, and Standards.
4. Conduct daily, weekly, and monthly audits and report on inventory/stock locations.
5. Maintain accurate records of customer discussions and correspondence.
6. Analyze data to evaluate and report on customer service levels.
7. Develop feedback and complaints procedures for customers.
8. Support warehouse activities to ensure data accuracy.
9. Follow up on inbound/delivery failures and PODs with suppliers.
10. Raise customer invoices and assist with invoice queries within 24 hours.
11. Raise and log purchase orders.
12. Order site consumables and liaise with suppliers and maintenance companies.
13. Provide a contact point for customers and be cost-aware, seeking to reduce expenses.
14. Ensure procedural compliance and maintain daily reporting tools accurately.
15. Compile data for reports and KPIs for customers and management.
16. Proactively manage health & safety aspects.
17. Participate in meetings to improve customer service.
18. Assist with staff recruitment, appraisals, and training colleagues.
19. Lead and motivate the customer service team.
20. Stay updated on HWL's products and services.
21. Contribute actively to customer meetings.
About you:
* Educated in Maths and English to GCSE, Standard Grade, or equivalent (A-C).
* Proficient in Microsoft Office and computer skills.
* Experience in a customer-facing role, stock auditing, warehouse management systems, and process administration.
* Excellent communication skills and attention to detail.
Our Values: As a global logistics provider, Hellmann Worldwide Logistics values a caring spirit, reliability, accountability, entrepreneurship, and forward-thinking. Leadership is essential, guided by our Leadership Principles, fostering a culture of sustainability and social responsibility.
If this role interests you, apply now!
Right to Work UK: Candidates must demonstrate their right to work in the UK during the recruitment process. All offers are subject to background and criminal records checks. Due to high volume, unsuccessful applicants will not be contacted. Applications may close early if sufficient responses are received.
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