Customer Service Team Leader (temporary contract)
Coslada, M, Spain
hace 4 días

Job Description

This is a great opportunity to join our business in the role of Customer Service Team Leader, as part of our wider Customer Service Organization.

In this position, you will take on full ownership of the operational and day to day running of the Spanish Customer Service department & provide ongoing support to the Senior ECSM in all Key central projects impacting multiple European regions.

This role will also be the primary point of escalation for all local Customer related issues, working closely and collaboratively with Sales Managers and Key Account Managers to ensure efficiency & business continuity at all times.

Key Responsibilities

  • Daily contact / liaison with Customer Service Team, customers and sales team
  • Active participation in local and central CS related projects
  • Daily contact / liaison with carriers and follow up on any issues affecting customer delivery
  • Set up / process new customer accounts (or implement changes to existing accounts) and business approval forms
  • Provide customer reports as and when required
  • Update and maintain customer records
  • Promote & follow-up electronic ordering (Teccom or EDI)
  • Order monitoring and maintenance in SAP
  • Prepare and process customer invoicing
  • Review and update packing / shipping instructions
  • Maximize shipments and improve availability where possible
  • Proactive resolution of CS / delivery / billing complaints through liaison with appropriate depts. and follow up (escalation to CS Manager where necessary)
  • Follow-up proactively with material and delivery issues, ensuring high level of customer focus
  • Interface with credit department and all other departments
  • Actively take part in senior sales calls, forecasting and budget planning.
  • Act as main point of contact for escalation and complaints for the local region
  • Required Experience

    What will make you successful

  • Previous Team Leader or Managerial experience mandatory in a customer facing role : min. 3 years
  • Fluent English mandatory
  • Good working knowledge of MS Office (essential)
  • SAP knowledge and experience (essential)
  • Automotive industry experience would be advantageous
  • Genuine passion for customer service and customer-centric attitude
  • Willingness to participate in ongoing training and development of skills and service in line with ever changing business requirements
  • The ability to be able to liaise confidently with senior leaders internally and externally
  • You must be a car driver and have a willingness to travel within the country (occasionally) and be willing to undertake some European travel (1-2 times per year as a guide)
  • This role requires effective 360 communication skills. You must be able to engage effectively on all topics and projects to all levels from apprentice to VP.
  • You must be able to work effectively with a highly pressurized workload
  • A professional, diplomatic, discreet approach is essential in this role
  • Desirable : experience in an international role
  • Proven track record of managing a busy complex workload
  • Education requirements

  • Minimum / Essential : 3-5 years within a team leader position
  • Desirable : Business management / relevant degree
  • What we offer

    We offer a comfortable, flexible work place with onsite parking in an accessible location in Coslada. This is a temporary maternity cover role within a hardworking, professional and dedicated team.

    There will be a full and extensive handover with the incumbent team leader, mainly through video conferencing and zoom in accordance with the current local and central guidelines.

    Smart working will remain in place until the end of Q2, with a view to a gradual and flexible return to the office from Q3 / Q4 depending on the local situation.

    What you can expect next

    Our team is ready to act immediately in contacting candidates who are fitting for this role. You will first hear from someone from our Talent Acquisition team to schedule a phone screening session and the next step will be a personal interview with our Hiring Manager.

    We pride ourselves on moving through processes quickly, and you can be sure of transparency and prompt communication throughout.

    We are committed to the safety and health of our employees. We adhere to social distancing recommendations and other protocols, ensuring a safe work environment for all.

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