Customer Service Supervisor
- borough of spelthorne, england, United Kingdom
- Permanent·On-site
- Full time
- £34 - £36 Per Hour
Job Description
Customer Service Supervisor
Sunbury on Thames | £34-36K + 25 Days Holiday + Healthcare + Pension + Life Assurance | Full-Time | Permanent
Are you an experienced Customer Service Supervisor with strong order management, ERP and team leadership experience? A well-established medical technology business is looking for a Customer Service Supervisor to lead and support its EMEA Customer Service team. This is a hands-on position split approximately 50% team leadership and 50% operational customer service.You will supervise daily performance, coach colleagues and act as the first point of escalation while remaining actively involved in orders, quotations, logistics and customer queries.
Job Responsibilities
- Lead, coach and develop a team of Customer Service Administrators.
- Manage daily workloads and maintain high customer service standards.
- Monitor KPIs and identify opportunities to improve processes and customer experience.
- Onboard new employees and deliver training on systems and service standards.
- Process customer orders, sample requests and quotations when required.
- Manage customer master data and pricing information within the ERP system.
- Oversee shipment issues and resolve escalations with logistics partners.
- Document and standardise processes, workflows and operational procedures.
Skills & Knowledge Required
- Have several years' experience in customer service, order management or sales operations.
- Demonstrate previous supervisory, team lead, deputy or mentoring experience.
- Possess strong ERP system knowledge, ideally SAP SD.
- Have experience with CRM or ticketing platforms such as Salesforce.
- Demonstrate excellent attention to detail and data accuracy.
- Confidently manage customer and logistics escalations.
- Possess strong problem-solving, communication and organisational skills.
- Experience within medical technology, pharmaceutical or a similar regulated environment is advantageous.
The successful Customer Service Supervisor will receive 25 days' holiday plus bank holidays, healthcare benefits, contributory pension, life assurance, income protection and on-site parking
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