As a Customer Experience Team Leader, you will be responsible for overseeing the Sales Ordering processing and Credit Control activities. Your role will involve managing the sales orders process for both UK and International markets, ensuring timely and accurate processing.
The main duties will be:
- Lead and manage the Customer Service Team to provide a high level of service.
- Oversee customer inquiries, concerns, and feedback professionally, ensuring a positive customer experience.
- Ensure accuracy and efficiency in order processing, from initiation to fulfilment.
- Help engage with UK and International customers via phone, email, or chat to schedule field service bookings based on their preferences and our service availability.
- Act as the main point of contact for escalations and communication between the warehouse, factory, and other internal departments.
- Prepare monthly sales forecasting reports.
- Oversee monthly reports to ensure compliance with VAT and International Shipping process.
- Lead and manage the aged debt for UK and Ireland receivables.
- Develop and execute plans to reduce outstanding aged debt balances.
- Provide feedback to the sales and management teams regarding customer concerns and suggestions for service improvement.
- Participate in regular team meetings and training sessions to enhance job performance and customer service skills throughout the team.
What We Are Looking For
- Someone with experience in sales order processing and sales operations.
- Someone with excellent communication and interpersonal abilities.
- Ability to lead and motivate a team to achieve performance goals.
- Someone who is proficient in using Microsoft Office Suite and customer relationship management (CRM) software.
- Someone with strong organisational and multitasking skills.
- Ability to work well in a team environment and independently as needed.
In return we will provide full product support and training, the opportunity to progress and a full range of benefits.