Customer Experience Team Leader (Birmingham, UK)

Summary:

As a Customer Experience Team Leader, you will be responsible for overseeing the Sales Ordering processing and Credit Control activities. Your role will involve managing the sales orders process for both UK and International markets, ensuring timely and accurate processing. You will be actively involved in eliminating the company’s outstanding balances, and receivables as well as the sales interface between the warehouse operations, factory, and financial departments.

What You Will Do

• Lead and manage the Customer Service Team to provide a high level of service.
• Oversee customer inquiries, concerns, and feedback professionally, ensuring a positive customer experience.
• Ensure accuracy and efficiency in order processing, from initiation to fulfilment.
• Help engage with UK and International customers via phone, email, or chat to schedule field service bookings based on their preferences and our service availability.
• Act as the main point of contact for escalations and communication between the warehouse, factory, and other internal departments.
• Prepare monthly sales forecasting reports.
• Oversee monthly reports to ensure compliance with VAT and International Shipping process.
• Lead and manage the aged debt for UK and Ireland receivables.
• Develop and execute plans to reduce outstanding aged debt balances.
• Provide feedback to the sales and management teams regarding customer concerns and suggestions for service improvement.
• Participate in regular team meetings and training sessions to enhance job performance and customer service skills throughout the team.
• Keep detailed records of customer interactions, transactions, comments, and complaints in compliance with UK data protection laws.
• Engage with the Quality Department and ensure timely responses to warranties for customers.
• Participate in ITW Toolbox activities.
• Carry out other duties deemed appropriate by your manager in line with your skills and experience.

What We Are Looking For

• Someone with experience in sales order processing and sales operations.
• Someone with excellent communication and interpersonal abilities.
• Ability to lead and motivate a team to achieve performance goals.
• Someone who is proficient in using Microsoft Office Suite and customer relationship management (CRM) software.
• Someone with strong organisational and multitasking skills.
• Ability to work well in a team environment and independently as needed.

Physical Requirements/Working Conditions (if applicable)

• Equipment Use: Proficient with standard office equipment and software.
• Willing to work in a hybrid setting. The expectation would be working in the office Tuesday- Thursday after a successful probationary period.

Make an Application

• To apply and be considered for this position, applicants should email their CV and accompanying covering letter to the HR Recruitment Team, at [email protected]
• All applications will be fully considered, however please note that due to the number of applications we receive we will only be able to contact you should your application meet the pre-requisite requirements for the role, as noted above.
• Avery Weigh-Tronix is an Equal Opportunities Employer.