Customer Service Team Leader B2B

Job Details:

To lead the B2B team in the management and delivery of strategic and business customer care KPIs.

To take team leader responsibility for all aspects of the Customer Service team activities to support the CS Manager to improve business performance, introduce efficiencies and provide excellent customer care within the company values.

To work closely with our Area Managers, Finance, Product, and Warehousing and Logistics teams to support the delivery of a best-in-class customer service to our B2B retailers.

Day to Day Responsibilities:

To manage and develop the Wholesale Customer Service team, ensuring team and individual SLAs are met.

To set objectives and to carry out mid and year end performance reviews of direct reports in line with business performance structure.        

To be responsible for implementing relevant tools and processes for business improvement as well as identifying efficiencies to business processes.

Provide escalation point to the Senior Customer Service Specialists, gatekeeping all process knowledge for wholesale activities.

Work with the CS Manager to define the KPI framework for CS Specialists to work within and ensure individuals stay on target.

Oversee daily order book creation and ensure the wholesale team are actioning appropriately to maximise revenue and Customer Experience whilst ensuring unfulfilled orders are cancelled down and communicated out as needed.

To provide support on weekly GAT meetings, ensuring the business maximises opportunity to hit AOP and GAT targets.

Build an elevated relationship with and co-ordinate closely with the Regional Sales Managers and Finance to best service customers.

Pro-actively build relationships to support the best service for Key Accounts.

Support colleagues and Customer Service Manager as and when required.

Participate in all other duties and special projects as assigned.

About You:

Passion for providing exceptional customer service.

Strong leadership skills with a positive and team-oriented attitude.

Experience working under pressure in a high-volume environment while maintaining standards in productivity, quality, and service.

Capacity to multi-task and shift focus as required, with an excellent sense of delegation, prioritisation and timekeeping.

Organised, detail-oriented, and proactive, with an aptitude for process optimisation.

Strong interpersonal skills and articulate in both verbal and written communication.

Proficient user of IT systems, including MS Office.

Working knowledge of SalesForce Service Cloud is an advantage.

Ability to make sound decisions with a strong sense of urgency.

Ability to establish and build strong communication with other departments and customers.

Experience working with SAP is desirable.

Values:

Our values are ingrained in everything we do at Ariat and we believe this is what drives our success as individuals, as teams and, overall, as a Company.

Innovation - Be bold and adventurous and try new things.  Constantly challenge how you can create change for the better.  Learn from the past and don’t let it limit you.

Integrity - Do the right thing because it’s the right thing to do.  Say what you mean and do what you say.  Build trust through consistency, dependability and honesty.

Quality - All work matters.  Be proud of your work and strive to have it reflect your best and the best of Ariat.

Respect - Communicate openly, directly and constructively.  Recognise different perspectives and listen with an open mind.  Be thoughtful in how you show up and interact with others.

Teamwork - Create fun and joy and contribute to the Ariat family spirit.  Focus on people’s strengths.  Learn from others and share your own knowledge and experience. Ask for help when you need it and offer to help when others may need it.

Benefits:

Private Medical Insurance

Life Assurance

Critical Illness Cover

Employee Assistance Programme

Health & Wellbeing Points Scheme

Cycle to Work Scheme

Company Bonus Scheme

Employee Purchase Scheme

Employee Referral Programme

Birthday day off

Holiday Purchase Scheme

Bring your dog to work scheme

Employee Volunteering policy

Working from a different location policy

Free onsite Parking including 2 electric charging points