International Teamleader Customer Service

Algemene omschrijving

In addition to the same functional responsibilities as an Order Manager (listed below) as Team Leader the post-holder is responsible for the following additional responsibilities:

As Team Leader:

• Coaching and developing staff with regards to specific functional job requirements and general customer service skills
• Transitioning the order taker role to the newly defined order manager role by providing appropriate training sessions
• Being a role model in accessibility and communication standards
• Acting as customer service champion within the CSS actively seeking ways to improve customer service and providing the coaching to achieve this goal
• Accountable for efficient management of all incoming customer orders
• Co-ordinating local day to day staff issues including staff sickness and holiday cover, local office administration and networking
• Providing a focal point for discussions concerning local Order Managers KPI performance and customer satisfaction
• Ensuring good interface between Order Management staff, Supply Coordinators and other co-located Trade Accounting staff
• Provide support to the Regional Customer Service Manager in terms of handling Sales PU communications, queries and performance issues
• Ensuring compliance with non-conformance procedures and developing profound understanding of root causes of ustomer complaints

As Order Manager:

• Receiving enquiries and orders from customers by phone, email, fax etc., ensuring that all necessary information is collected and acknowledging the order from the customer. Interpreting the order and seeking technical advice if appropriate
• As part of the CSS team providing 24/7 accessibility to customers
• Checking that the order value maintains the customer within authorised credit limits and policies. Ensuring violations are progressed with Sales /Credit Management to a satisfactory conclusion and keeping customer advised as requested
• Advising prices derived from the contract and advising an optimum delivery point as appropriate. Issuing delivery instructions to the appropriate supply hub. Issuing an order confirmation or other order related advice as requested by the customer
• Resolving any order related problems including suggestions for redirection of orders if appropriate

Gestelde eisen

Qualifications:

A-Level or equivalent standard of education is seen as a highly desirable for new entrants (UK specification, local equivalents apply) unless alternatively the candidate possesses good relevant customer service experience

Skills, Knowledge & Experience:

• Fluent in DutchComputer literate
• Active listening and interpersonal skills
• Team leadership including coaching and development of staff
• Good command of the English language, both oral and written
• Ideally fluent in one other language relevant to the activities of the local CSS
• Technical knowledge of International Marine products and services
• Able to meet deadlines through good time management and allocation of priorities
• Administration skills developed in an international sales environment
• Customer Service Teams will require a good balance of General customer Service skills and knowledge of the shipping industry

Aanbod

Salary indicaton: € 2750,00 - € 3500,00 gross a month.

Uren

40uur