Customer Support Office Manager

Description

Team Leader – Customer Support

Gloucester, UK

About Optimas:

Optimas is a global distributor of integrated supply chain solutions, and engineering support focused on delivering fasteners, components, industrial and safety supplies to our diverse customers around the world. Our local, on-the-ground teams understand the nuances of every community we serve. This allows us to adapt with our customers and partners as needs evolve, leveraging our footprint to remain at your side while providing a highly personalized level of service and support no matter where you find yourself around the globe.

To learn more, please visit our website http://www.optimas.com/

Position overview:

Optimas is looking for an experienced Team Leader to provide best-in-class service to our customers in a multi-location global distribution environment. Ensuring 100% on time delivery to the customer. Ensuring all customer support costs are under control and to budget. Meeting the requirements of the Company’s Quality, Health & Safety and Environmental systems, which is mandatory and ensuring that the Company’s policies and procedures are followed at all times

Principal Activities:

• Management of staff, ensure regular status and performance reviews are undertaken
• Understand, develop and promote the Company’s business objectives, and participate with total enthusiasm and commitment to achieve and exceed these goals
• Agree with Line Management appropriate measures (Key Performance Indicators) to monitor performance to achieve the Company’s objectives
• Meet business plan targets and KPIs on a monthly basis
• Adhere to and embrace the THREAD values of Optimas
• Adhere to and embrace the Customer Service best practice disciplines.
• Demonstrating proficiency in delivering the Optimas total value proposition to the customer and at all levels inside the customer
• Ensure customer satisfaction and all sales are profitable and in line with or better than budgeted expectations.
• Developing, engaging, and maintaining cross functional teamwork and driving communication between Optimas support teams

Key responsibilities:

• Responsible for managing a Customer Support Team, including hiring, terminations, disciplinary actions, performance management, achieving business objectives, training & holiday coverage
• Supporting in all Customer interaction, ensuring clear communication internally/externally and to build/maintain a strong relationship to aid in resolving service, delivery, and other issues
• Ensuring day to day Customer Support team activities are completed on-time in full and inline with the team processes, including TLR reports, Nil Scan KPI’s, Open Order Book cleanse and Stock management
• Support Demand management to improve forecast accuracy percentages
• Resolution of challenges, following the escalation process where relevant and support with critical decisions with the ability to develop root cause analysis
• Responsible for your teams TLR categorisation of R,A,G, system updates, including on site JIT set up in line with current usage figures
• Responsible for your teams POD updates on to our system and to insure all POD’s are up to date
• Responsible/support your team’s open debit notes to a close
• Support the development continuous improvement programs
• Identify/develop team objectives and tactics and drive execution of the plans
• Support the NPI/Change Management process within the Customer Support function and work with the cross functional departments to ensure a smooth and successful launch
• Ensure full compliance with internal and external audits
• Initiate Induction training for new job holders within your team.
• Carryout employee performance reviews with staff
• Staff Training and coaching
• Ensure work is distributed evenly and any overtime is monitored, managed, and recorded in accordance with the Time and Attendance system
• Other tasks and duties as assigned.

Skills and Qualifications:

• Excellent Communication skills – verbal and written
• Internal / external customer service
• Leadership experience
• Project Management skills
• Analytical skills
• Excited about helping our customers
• Friendly, patient and empathetic
• Continuous improvement
• Attention to detail
• Decision-making
• Positive attitude
• Problem solving
• Excellent organisational skills
• Computer Literate MS Office to include Word and Excel, intermediate level minimum.
• Excellent time management
• Team working mentality

This is an exciting opportunity for career development within a customer-focused role. If you have leadership skills and are enthusiastic, driven and passionate about helping customers, this is the role for you!

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