Customer Service and Internal Account Management Team Lead
Are you looking for a great opportunity as a Customer Service and Internal Account Management Team Lead? Then we are looking for you!
An opportunity exists for a full-time Customer Service and Internal Account Management Team Lead reporting to the Director European Customer Service/IAM to join our state of the art plant in Clara, Co Offaly.
The successful candidate will Lead a defined team of Customer Service Representatives and/or Specialists in support of a customer-centric organisation. Build customer loyalty by proactively managing the Customer’s experience, taking ownership of customer expectations, and providing innovative service solutions
In this role you will be responsible for title tasks such as:
- Ensure that safe working practices are adhered to at all times, including wearing PPE as appropriate. Acquire knowledge of Health & Safety procedures, work instructions, and associated documentation. Comply with all Health & Safety Policies and instructions and actively contribute to Company efforts to promote safe behaviour and safe systems of work.
- Ensure all team members are managed in accordance with the company’s policies and procedures. Plan, schedule and direct the work efforts of the team.
- Coach and mentor, development programmes, Disciplinary & Grievance, Absence management, investigations and performance appraisals.
- Responsible for the leadership and mentoring of the team, which includes performance feedback and identify and fulfil training requirements of team members.
- Demonstrate and foster the Core Values within the defined CS group.
- Support the business strategy through the creation of customer-centric service processes, standards and metrics.
- Build customer loyalty by proactively managing the Customer’s experience, taking ownership of customer expectations, providing innovative service solutions, and maintaining an “ease of doing business” environment.
- Lead Customer Service Representatives in execution of business strategy and in support of a customer-centric organization.
- Build relationships with customers through visits, ‘Voice of the Customer’ feedback, participation in plant tours, assisting on projects and addressing service needs/issues.
- Manage and align resources to meet customer requirements.
- Partner with Operations/Supply Chain to review schedules, anticipate and mitigate potential issues and collaborate on meeting customer expectations.
- Assist in implementation and monitoring of customer Vendor Managed Inventory programs.
- Work in collaboration with other functions on escalated issues relating to customer orders, graphics issues, ship dates, quality concerns etc.
- Monitor and report on OTIF to request and acknowledged dates.
- Monitor and report on Lead times by product group and by asset.
- Prepare sales budgets and forecasts for House Accounts
- Act as SME for the new ERP system whilst required.
- Manage an agreed set of own key Customers
- Review internal/external complaints and identify trends, ensure corrective actions are appropriately communicated internally and externally.
- Build organizational capability through recruitment, development and retention of top talent. Key activities include robust performance reviews, clear annual objectives, creating a culture of accountability and a focus on excellence.
- Manage a unified Customer Service team, focused on a shared vision and strategies that deliver positive customer experiences.
- Maintain customer service processes, standards and metrics to support the customer-centric organization.
- Support technology and innovative service solutions to maintain an “ease of doing business” environment.
- Partner with Operations/Supply Chain to ensure a world class customer experience.
- Performs other duties as assigned. Will include participating in special projects as identified.
Education:
- Bachelor’s Degree Preferred
Specific training and experience:
- Experience – 3-5 years of successful experience, preferably within Nelipak Customer Service or related experience
- Effective technical knowledge of products, order management systems and manufacturing processes as applicable to a leadership role within the Customer Service function
- Effective communication skills to successfully collaborate both internally and externally to exceed customer expectations.
Interested?
Please e-mail your CV together with a Cover letter demonstrating how you meet the criteria to Jessica.cummins@nelipak.com by July 27th, 2023.
