Customer Service Team Leader - permanent
Dublin 24 FMCG
The Customer Service Team Leader is responsible to lead the team to manage order fulfilment and the wider customer service activities.
Working closely with the Supply Chain Manager, lead and develop the Customer Services team to ensure OTIF SL achievement of minimum of 98.5% for total business.
Daily management and review of KPI's and metrics, developing new ways of working and developing short term target setting to enhance productivity and performance.
Work closely with commercial, supply and demand planning for the daily management of outbound orders and aligned daily and weekly communication internally and externally.
Management of day to day operations and problem solving with your team and departments, with consideration of supply, service, operational, and logistical requirements.
Implement the use of Exceedra reports within the department and develop customer engagement for review of future forecasts where trends differ to forecast.
Work closely with commercial for customer specific requirements.
Manage all SL reporting for all stakeholders and conduct weekly collaborative SL meetings internally and with main 6 customers.
Manage, coach, and develop CSA's to ensure quality and productivity targets are achieved, as well as overall development for all customer service executives, with the goal of retention & succession.
Conduct regular 1-2-1 and team meetings with your team to maintain focus and motivation
Manage your team through phases of change and know how to display motivating and encouraging behaviours.
Establish and build strong internal and external customer relationships.
Liaising with other Managers/Teams/Departments & customers as appropriate.
Proven track record of success in a customer operational role within FMCG, ideally a mix of inbound and outbound operations
Driven, Fast paced resilient
Evidence of system development and process improvement
Management of people across different disciplines
A proven track record driving teams to achieve and exceed revenue & KPI based targets, with the ability to focus on short and long-term objectives
To be solutions driven, understands the need for constant improvement, and functions well in a changing environment
To be able to demonstrate high levels of maturity, empathy, confidence and credibility to all areas and levels within the business
Proficient knowledge of CRM systems, MS Office tools and relevant software applications
Level 8 degree in management or related discipline or training in team leading.