Customer Service Team Lead - French and/or Italian speaker
Avery Dennison
- High Wycombe, Buckinghamshire
- Permanent
- Full-time
- Accurate and timely entry of orders onto the order management system.
- Liaising with Customers to confirm orders, gather additional information as necessary and keep them informed of progress.
- Checking progress, lead-time and quantity for each order.
- Liaising with planning/purchasing to ensure customer orders are prioritised and progressed appropriately and service levels are met.
- Ensuring clear and correct despatch instructions, i.e. terms of delivery, forwarder details, are provided to the despatch team.
- Proactively informing customers of order/shipment discrepancies and providing the intended resolution plan.
- Liaising closely with the relevant Territory Manager and Internal Sales Representative for the Country/Region to help deliver sales objectives and address the needs of customers.
- Running and monitoring back order reports for designated customer base (daily or weekly depending on the area).
- Proactively supporting TM with specific campaigns, this may include contacting existing customer base with special promotions.
- Dealing promptly and effectively with customer requests and queries, including invoice queries, to meet required time-scales.
- Liaising with Credit Control/Finance to resolve all invoice queries.
- Liaising with external service providers such as courier services and forwarding agents to resolve delivery queries.
- Building close relationships with all internal and external contacts to constantly improve information flow and the order process.
- Maintaining accurate and up to date customer records and price lists in the systems.
- Collating information and producing reports as required.
- Working with other members of the Sales, Marketing and Operations teams, to identify issues, propose solutions and take part in projects to contribute to operational and sales efficiency.
- Promoting a co-ordinated approach within the Customer Services team and providing cover for other team members in their absence.
- Leading Customer Service team on day to day issues, and leading daily meetings - collaborating with internal teams.
- Managing team performance, training and workload.
- Follow employment policies, such as Absence Management, Discipline and Grievance.
- Report writing, setting objectives and conducting team member’s annual reviews through our internal GPS system.
- Leading continuous improvement initiatives and working to improve credits, queries and targets.
- Fluent English, plus fluency in either French or Italian is required, fluent in both is beneficial
- Experience of customer service at supervisor level, preferably within a business to business environment
- Experience of managing people and leadership is strongly preferred
- Experience of liaising with an internal distribution department to ensure delivery of the product to the customer would be an advantage.
- Experience of liaising with customers / internal departments located outside the UK would be an advantage.
- Experience of using an Oracle and Google suite packages is preferred
- Strong administrative and organisational skills.
- Demonstrated the desire to progress and take on extra responsibility.
- Benefits including pension scheme, private medical cover, Employee Assistance Programme and life assurance