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Department: Customer Service
Reporting to: Commercial Director
Base: East Yorkshire, UK.
Company:
Founded in 2009, our client is a leading, independently owned distributor of US branded vitamins and supplements across Europe and number 1 reseller of US brands on Amazon Europe. With distribution centre’s in both the UK and the Netherlands, the company employs a team of over 40 people. Their mission is to improve wellbeing across Europe by supplying high quality vitamins, supplements, and wellness products that meet our customers’ needs.
Purpose of the Role: To ensure customer satisfaction and smooth operations within the customer service department
Responsibilities:
1. Team Management:
o Oversee the daily operations of the customer service team.
o Train, mentor, and support customer service representatives.
2. Customer Interaction:
o Handle complex customer complaints and issues.
o Ensure timely and effective resolution of customer inquiries.
o Promote products and services to customers.
3. Policy Implementation:
o Develop and implement customer service policies and procedures.
o Ensure compliance with company policies and procedures.
4. Performance Monitoring:
o Monitor and evaluate team performance.
o Implement strategies to improve quality and productivity.
5. Coordination:
o Coordinate with other departments to resolve customer issues.
o Report to management and suggest improvements.
Skills and Qualifications:
· Leadership Skills: Ability to lead, motivate, and manage a team effectively.
· Communication Skills: Excellent verbal and written communication skills.
· Problem-Solving Skills: Strong analytical and problem-solving abilities.
· Customer Focus: A passion for providing excellent customer service.
· Organisational Skills: Ability to manage multiple tasks and priorities.
· Technical Skills: Proficiency in customer service software and tools.
· Reflect with the Group visions and values in all aspects of conduct.
These responsibilities may change at the discretion of the Line Manager, in accordance with the needs of the business.
