Customer Service Lead

Pennine Recruitment (acting as a Recruitment Agency) are delighted to be recruiting for a Customer Service Lead to join an established business in Leeds on a full time, permanent basis.

In this role you will be the daily operational interface between the business and it's customers. You will be fully managing the distribution depot in Leeds which services the electrical contractor and wholesale industry. You will have full autonomy and control for staff recruitment, dismissal, promotion and performance management. You will also ensure that the Health and Safety standards and needs of the site are checked and kept fully up to date.

Roles and Responsibilities:

* Proactively manage effective working relationships with customers providing them with agreed service level, sales order support, complaint handling & issue resolution.

* Manage specific enquiries within the existing contractual obligations with reference to price, product and lead-time.

* Liaise with Supply Chain to determine relevant fulfilment strategy in support of the service level requirement

* Proactively identify critical service issues with the customer and if an alternative delivery cannot be agreed use the internal prioritisation and escalation process to resolve

* Manage and maintain the order book in line with the sales contract and facilitate adherence to the agreed service levels.

* Manage all customer complaints (including internal customers) using the complaints procedure and document all corrective and preventative measures.

* Ensure all Depot personnel are aware of and adhere to Depot procedures to guarantee standardised working practices.

* Be responsible for ensuring all Quotations and Sales Orders are processed and completed in a timely fashion.

* Ensure that all communications both verbal and non-verbal with customers are conducted in a timely and professional manner.

* On a daily basis review all outstanding sales back orders to ensure goods are delivered on time and in full.

* Ensure that drivers, vehicles, loads and journeys are planned to optimise the resources available.

* Be responsible for reporting any instances of misconduct or timekeeping issues to HR and the Operations Manager.

* Be responsible for ensuring that all company policies with regards to time and attendance and behaviour are managed within the Depot in a fair and equitable manner.

* Ensure all accidents, hazards and near misses are reported to the relevant manager using the relevant system.

* Be responsible for ensuring all equipment is in working order and maintenance schedules are up to date. Also, take appropriate action against employees disregarding H&S regulations.

* Be responsible for work areas to ensure safe walkways and safe working conditions for all employees.

* Ensure all equipment within the production area is in safe working order and all guards are in place.

* Coordinate cycle counting and monthly/bi-annual stock checks.

* Ensure that the fleet management system is fully adhered to.

To be successful , you will:

* Be a proven leader and have previous experience in leading teams

* Be able to work as part of a close knit team and be able to work collaboratively with the team.

* A flexible attitude and ability to work under pressure.

* Good communication & organisational skills.

* Be able to multi-task, prioritise and manage own work load whilst turning challenges into opportunities

* Work neatly and accurately.

Working Hours:

* Monday to Thursday - 8am-5pm, Friday - 8am-1pm

Benefits:

* £38,000 - £42,000 (dependant on experience)

* Holidays 33 days including bank holidays

* Contributory Pension

If you are interested, please forward an up to date CV and our Castleford team will be in touch
Only candidates based in UK and eligible to work in UK are allowed