Customer Service Team Leader

A successful CS Team Leader should have:

• Provide front line leadership for the Customer Service team.
• Deliver, and where possible, exceed all performance metrics within your area of responsibility.
• Maintain high quality standards across all customer interactions and company KPIs.
• Act as an escalation point for customer issues, focusing on resolving root causes rather than addressing only immediate concerns.
• Support key account reviews in collaboration with stakeholders.
• Assess customer profiles to identify opportunities for increased sales.
• Collaborate with commercial teams to promote stock availability and drive sales growth.
• Work with the Sales & Operational Planning Team to identify and resolve scheduling changes aligned with production.
• Identify areas for improvement and ensure customer compliance with processes and policies.
• Continuously monitor performance and KPIs, implementing improvement actions as needed.
• Manage all people-related responsibilities, including performance reviews, attendance management, and other personnel matters.
• Oversee team workflow to ensure efficiency and service consistency.
• Coach and develop team members to enhance knowledge, capability, and overall productivity.
• Serve as a subject matter expert within the Customer Service function.
• Manage scheduling and liaise with transport partners to ensure on time, in full deliveries.
• Manage haulage payments and associated administrative processes.