Customer Service Supervisor
SKILLS
FULL DESCRIPTION
Summary
To ensure the CS Team meet their KPIs proving that the team is providing a service level above and beyond what our clients would expect.
Key Responsibilities: Ensure that Quote and orders and processed in the correct way, Manage the team on a day to day basis to ensure performance targets are hit, Motivate the team to provide an A1 service to each customer going the extra mile, Manage communication with the warehouse team to increase our OTIF score, Coach team members based upon their error rare and phone call ratings, Ensure customers outstanding orders are actioned promptly, Organise product training for the CS Team utilising our technical resource, Process orders working alongside Cilla Hayward and answering telephone calls as required.
Core Requirements: Customer Service, KPI Management, Team Management, Order Processing, Communication, Product Training, Performance Coaching
Overall Function
To ensure the CS Team meet their KPIs proving that the team is providing a service level above and beyond what our clients would expect.
Responsibilities:
- Ensure that Quote and orders and processed in the correct way
- Manage the team on a day to day basis, to ensure performance targets are hit
- Motivate the team, to provide an A1 service to each customer, going the extra mile
- Manage communication with the warehouse team, to increase our OTIF score
- Coach team members based upon their error rare and phone call ratings
- Ensure customers outstanding orders are actioned promptly
- Organise product training for the CS Team, utilising our technical resource
- Process orders working alongside Cilla Hayward and answering telephone calls as required
KPIs:
- Rate 80 Phone Calls within the CS Team
- Outstanding orders to below 1% of orders taken
- Error Rate CS Team Under 0.5%
- Average Phone Answer Time 17 seconds
- Net Promoter Score of 60 per person per day
- 300 Enquiries Logged within the CS Team
- Each CS Person Achieve 480 mins per month in product training