Customer Service Representative Lead

Lead Customer Service Order Management Administrator Full-Time, Permanent

Location: Bradford (On-site)
Hours: 8:30 am - 5:00 pm Monday to Friday (40 work week client is flexible on hours)
Salary: Up to $65K

Company: Family-owned company that gained their reputation for quality and built itself a household name in Europe. They provide high quality leisure products that not only look good but also enhance a wearer's lifestyle.

PERKS:
Competitive Wages
Flexible work hours
Family oriented and happy work environment
Very low call volume
Monday to Friday - day shifts
Stable company, in business for over 22 years
Generous Employee and Family discounts
No evening or weekend shifts.
Open door policy

Job Overview
The Lead Customer Service & Sales Processing Administrator is a key player in maintaining high standards for both customer service and sales order fulfillment. This role is a hands-on leadership position that sets the standard for excellence in customer service, order accuracy, and team collaboration. The Lead provides guidance through direct involvement, modeling best practices, and efforts to improve team effectiveness and processes.

Key Responsibilities

Hands-On Leadership & Example-Setting:
Lead by example by actively participating in customer service interactions, demonstrating exceptional problem-solving skills, and ensuring customers' needs are met effectively.
Take the initiative in handling complex or escalated customer inquiries and sales processing issues, showing the team how to resolve these situations professionally and efficiently.

Customer Service Excellence:
Set the standard through personal conduct in handling customer inquiries, complaints, and issues, ensuring prompt, professional, and empathetic responses.
Foster a customer-focused environment by proactively identifying and addressing potential concerns or service gaps.
Share feedback with the team on how to enhance customer interactions, ensuring consistency in tone, professionalism, and customer satisfaction.
Monitor team performance and provide on-the-job guidance to team members during customer interactions, helping them improve their techniques and approaches.

Sales Order Processing:
Actively participate in processing orders to ensure accuracy, timely completion, to customer & sales agent satisfaction.
Troubleshoot issues related to order processing, ensuring the team understands and follows the correct procedures for order entry, shipping, and invoicing.
Coordinate with sales agents regarding orders and help to resolve issues their customers are having with their order fulfillment and inform/redirect to other departments if the issues involve marketing, or accounting.
Review order workflows and provide hands-on support when needed to ensure timely and correct processing, from entry to delivery.
Lead initiatives to streamline order processing and reduce delays or errors, sharing insights and improvements with the team.
Actively prioritize work and assist others to do so also.

Mentoring & Skill Development:
Offer real-time support and training to team members by being actively involved in their daily tasks, guiding them through challenging situations, and sharing practical knowledge and expertise.
Encourage team members to develop new skills by demonstrating innovative solutions, creative thinking, and best practices for improving customer service and order processing.
Provide constructive feedback to help team members grow in their roles, empowering them to take ownership of their work and exceed expectations.

Process Improvement & Optimization:
Identify inefficiencies and areas for improvement in both customer service and order processing workflows.
Propose and implement hands-on solutions to streamline processes, reduce errors, and improve productivity.
Lead by example in adopting new tools or techniques to enhance efficiency and encourage the team to experiment with and adopt these improvements.
Work closely with the Customer Service Manager to share insights and data for continuous process refinement.

Collaboration & Communication:
Actively collaborate with team members, other departments (e.g., Sales Agents and B2C web /retail, warehouse), and management to ensure seamless order processing and customer service operations.
Provide timely updates and reports to the Customer Service Manager on performance, challenges, and opportunities for improvement.
Ensure that cross-departmental communication is smooth, supporting any necessary collaboration to resolve customer issues and optimize sales order fulfillment.

Assisting Customer Service Manager & Supply Chain Manager:
Assist the Customer Service Manager in driving the strategic direction for the department, particularly in customer service improvements and sales process optimization.
Contribute to the development and implementation of customer service and sales order processing policies and procedures and report to manager any problems or issues.
Offer hands-on support to the Customer Service Manager with team meetings, strategic planning, and key departmental initiatives.

Skills and Qualifications:
At least 3 years of hands-on experience in product customer order management
Proven ability to lead by example and handle complex situations with confidence- must have some experience in management duties/training
Strong leadership skills with a focus on leading by example, modeling the behaviors and work ethic expected of the team.
Ability to motivate and inspire others through hands-on involvement and by demonstrating best practices in customer service and order processing.
Excellent verbal and written communication skills, with the ability to engage effectively with team members, customers, and management.
Strong ability to resolve customer service issues and order processing challenges, providing guidance to others in how to address these problems.
Ability to manage multiple tasks and priorities while maintaining attention to detail.
General computer proficiency and desire to learn new systems. Familiarity with CRM systems, order management software and proficient in Microsoft Office Suite (Excel, Word, Outlook).