Job Description

About CW Fletcher & Sons Ltd:

With engineering expertise which has been refined over 130 years, CW Fletcher continues to innovate and be market leaders in complex engineering. Working hard to expand and develop, and using cutting edge technologies, we strive to offer the best solutions to every engineering challenge we encounter and exceed your expectations with our manufacturing solutions.

Why work for us?

From our background as a family run company we strongly believe that our people matter, and we pride ourselves on the wide ranging benefits, policies and initiatives which are offered to all of our employees. From apprenticeship schemes, to graduate schemes or just self-improvement, we are here to help you progress.

We are always looking for people to help us improve, and so if you are self-motivated, driven, honest, innovative and have a good moral compass, come and talk to us. An amazing opportunity has become available at CW Fletcher & Sons Ltd.

How will you make an impact?

The Customer Service Lead will be responsible for overseeing day-to-day customer service functions, ensuring high-quality support, and acting as a point of escalation. The role provides guidance to customer service team, drives process improvements, and works closely with other teams to deliver an excellent customer experience.

Benefits:

35 days annual holiday entitlement Westfield Healthcare Onsite Parking Pension Scheme Death in Service Company Sick Pay

Roles & Responsibilities:

Align customer expected and completion dates in collaboration with planning and escalating any discrepancies. Collaborate with operations, planning or technical teams to resolve issues Lead and support the customer service coordinator to meet service-level targets. Ensure timely, effective and consistent, high-quality service across all customer touchpoints Report customer service KPI's, ensuring customer feedback is captured and communicated effectively Manage the order books production capabilities in collaboration with planning and escalate any delays or changes. Assist in the development and maintenance of customer service procedures and documentation Review, download and maintain customer portals. Communicate with customers on requirements and adherence. Ensure all customer data, transactions, and communications are accurately recorded and maintained. Manage the entry and maintenance of manual sales orders in the ERP system Escalate invoicing and pricing discrepancies. Build and maintain strong relationships with customers and internal stakeholders Represent the customer service function in cross-team discussions Lead and present the Demand Review process Participate in continuous improvement initiatives to enhance customer experience. To carry out additional tasks as directed by the business, where required.

Experience, Knowledge and Education:

Experience working with ERP systems (EFACs and Epicor is desirable) Proven experience in a customer service or client support role (manufacturing experience would be desirable) Proficient in Microsoft Excel, PowerPoint, Word and Outlook Experience working with KPIs, SLAs, or customer satisfaction metrics Strong problem solving and decision making skills to meet customer demands. Ability to manage multiple priorities in a fast-paced environment Experience acting in a customer service lead capacity (Desirable) Experience coaching or mentoring team member (Desirable)

Skills and Abilities:

Experience working with ERP systems (EFACs and Epicor is desirable) Proven experience in a customer service or client support role (manufacturing experience would be desirable) Proficient in Microsoft Excel, PowerPoint, Word and Outlook Experience working with KPIs, SLAs, or customer satisfaction metrics Strong problem solving and decision making skills to meet customer demands. Ability to manage multiple priorities in a fast-paced environment Experience acting in a customer service lead capacity Experience coaching or mentoring team members

Personal Attributes:

A high energy, passionate and enthusiastic individual. Customer-focused with a calm, professional approach Ability to work on your own initiative. Should be self-motivated with the drive to strive for continuous development Be respectful towards people in order to create trust and improve effectiveness. A proactive and creative approach to problem solving. Organised, reliable, and highly detail-oriented
Job Types: Full-time, Permanent

Pay: 31,813.00-32,880.00 per year

Benefits:

Company pension Free parking Life insurance On-site parking Private medical insurance Sick pay
Experience:

KPI / SLA's: 1 year (required) ERP systems: 1 year (required) Customer service: 3 years (required)
Work Location: In person