Lead Customer Service Officer

The Lead Customer Service Officer will manage customer interactions and ensure smooth operations within the customer service department of a growing organisation within the Agricultural sector, based South of Cambridge.

Client Details

This organisation operates within the Agricultural sector and prides itself on delivering quality products and exceptional service. It is a medium-sized, international company with a strong focus on operational efficiency and customer satisfaction. Due to an internal promotion, they are currently looking for a Lead Customer Service Officer based in Cambridge, to take full ownership of the customer journey. You'll play a vital role in ensuring a smooth and efficient order-to-delivery process for our B2B customers, ranging of smaller accounts to large, well known high street retailers. You'll be the first point of contact for order-related queries, and work closely with our warehouse and logistics teams to ensure timely and accurate deliveries.

Description

• Oversee daily operations within the customer service department to ensure efficiency and effectiveness.
• Act as the primary point of contact for escalated customer inquiries and complaints, resolving them promptly.
• Monitor and analyse customer service metrics to identify areas for improvement.
• Process customer orders from receipt through to delivery, ensuring accuracy and timeliness.
• Act as the first point of contact for customer queries, providing professional and prompt support.
• Liaise daily with warehouse and logistics partners to coordinate dispatch and resolve delivery issues.
• Maintain accurate records in our ERP system and support invoicing processes.
• Collaborate with sales, supply chain, and customer service teams to ensure a seamless customer experience
• General Office Administration duties
• Ad hoc duties as and when required

Profile

A successful Lead Customer Service Officer should have:

• Experience in a customer service role, ideally experience with B2B Order processing
• Able to take initiative and full ownership of the Customer process
• Strong organisational skills and attention to detail.
• Excellent communication skills, both written and verbal.
• Proficiency in using customer service software and tools.
• A proactive approach to problem-solving and process improvement.
• Knowledge of customer service policies and industry best practices.
• Competent with MS Office platforms, especially Microsoft Excel, Sharepoint
• Live locally to Cambridge

Job Offer

• A competitive salary, negotiable depending on experience
• 25 days of annual leave plus bank holidays
• A performance-based bonus of 10% dependent on company and individual performance
• A pension scheme with a 3% employee contribution and 6% employer contribution.
• An opportunity to work in a supportive and professional environment.
• Hybrid working
• Parking