Customer Service Team Leader

Customer Service Team Leader (sales)

Pay: Circa £30,000 per year 

Full time, on site, Permanent                Location: Halesowen B63

Job Description: 

Working for a large wholesale importer and exporter of leisure and sporting clothing and accessories brand; a unique opportunity has become available for a Customer Service Team Leader to supervise the Internal Sales Team.  

Reporting to the Sales Director, you will be responsible for managing the Internal Sales Team which oversees day-to-day customer service and order processing.  

You will be interacting directly with customers and working with your team and colleagues across the business to confidently resolve all customer enquiries. 

Role and Responsibilities 

• Manage internal sales team including regular meetings, setting objectives and schedules, and conducting annual appraisals 
• Provide timely and effective solutions aligned with customer needs 
• Responsible for processing customer returns, credits and reinvoices 
• Communicating with challenging customers, and establishing professional relationships 
• Monitor feedback from webchat, completion of sales inboxes, and delivery issues 
• Run reports to ensure daily fulfilment of orders 
• Stay up-to-date with new product launches 
• Inter-departmental collaboration 
• Maintain the Sales Manual procedure notes and streamline workflows 
• Support the External Sales Team and Sales Director 
• Annual review of shipping company contract/pricing 
• Update system records on an ad hoc basis, and annual account “spring clean” 

Skills and Experience Required 

• Experience in confidently managing a small team with varying workload and tasks 
• Ability to multitask in an environment where no 2 days are the same 
• Ability to deal with challenging customers 
• Problem solving skills and organisation
• High levels of professionalism and calm attitude
• Ability to motivate those around you to achieve success 
• Previous experience in a customer service related role is desirable 
• Excellent verbal and written communicator 
• You do not need to be a motorcycle expert, however knowledge of motorcycles is advantageous. Full product training will be given 
• High level of competency using Microsoft Excel (VLOOKUP, PIVOT Table, etc) 

 Benefits 

• 23 days holiday plus 8 bank holidays (pro-rata), increasing by one day per year of service in years 4 and 5 
• 1 days worth of additional Life Admin hours  
• Healthshield cash plan and Perks discount scheme 
• Casual dress 
• Company pension 
• Employee discount 
• Free onsite parking 
• Life insurance 

 Experience: 

Customer service: 3 years (required)