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Customer SupportTeam Lead–Safety DirectGalway
Production Equipment is a leading global industrial distributor supplying over 90,000 products and services to customers internationally across a range of sectors.
We are currently recruiting for a Customer Support Team Lead to motivate, train and provide daily leadership to our Customer Support Team and to ensure delivery of a first class service to existing and new customers Production Equipment is a critical part of the overall supply chain for many companies and the Customer Support Team forms an important part of the overall customer experience.
Responsibilities
* Lead, manage and develop the customer support team to deliver an excellent customer service in an efficient, consistent, and scalable manner.
* Drive collaboration between customer support, logistics, purchasing and quality to ensure customer fulfilment and requirements are met.
* Develop, train, and mentor team members to ensure a high standard of product, process and customer knowledge
* Lead and motivate others to attain team and business goals.
* Provide day-to-day supervision and direction of the team in order to ensure accurate and timely completion of responsibilities.
* Provide direction for Training and Development plans for all employees in department and ensure staff are trained in all new and existing process and accountable to process adherence.
* Lead by example, actively promote and foster a culture where learning and customer service are of the highest priority.
* Act as the escalation point for individual, team & customer issues working with relevant colleagues to find effective solutions.
* Ensure effective communications by holding regular individual 1:1’s, team meetings; and attending and providing feedback from relevant department meetings.
* Work closely with business management and with external sales colleagues.
* Processing customer orders and enquiries.
* Identify opportunities to up and cross sell products as per customer requirements.
* Stay up to date on product knowledge and inform customers on the technical benefits of our products
* Recognise and escalate any customer issues or trends while following established internal processes.
* Daily, weekly, and monthly reporting through SAP.
Skills & Experience
* Previous experience working as a Team Lead in a fast-moving customer environment is desirable.
* Excellent interpersonal and problem-solving skills.
* Strong leadership capabilities.
* Proven track record in problem solving.
* Ability to communicate effectively on an individual and group basis.
* Excellent organisational and prioritisation skills.
* Attention to detail and accuracy essential.
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