Customer Service Supervisor

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