Job Description

As Customer Service Supervisor you will support, coach and train the customer service team to deliver exceptional customer service. You will build a strong team and shape behaviours, processes, and standards to meet the demands of the business.
Principal Duties and Responsibilities:
The main responsibility and objective of the role is to work as part of the Fannin UK customer service team, providing first class customer service to all of our customers and sales team:
The principal duties and responsibilities for this position include:

• Managing your own individual customer accounts, secondary accounts and working as a team to meet the customer and business expectations, supervising and supporting other members of the team
• Review and update processes to create efficiencies and support growth and demand (including the integration of customer service activities, where required, for other businesses within medical devices)
• Coach and develop the team ensuring career development aspirations are met
• Carry out mid-year reviews for the customer service team
• Ensure back orders are reported as agreed on a daily basis
• Working with the Sales Team to oversee the customer ordering process.
• To assist in managing customer & internal reporting requirements
• Ensure pricing and UOM data is accurate on SAP
• Support Operations & Finance Team as required
• Ensure that master customer data is accurate on SAP
• Working with the sales team in management of customer catalogues and manage SAP updates as required
• Working with sales and procurement team in stock management including increases/decreases in demand or notifications of discontinued lines
• To have a pro-active involvement and desire to succeed in new projects and business development
• To provide input into development of processes & innovation within the department

The above represents a non-exhaustive list of the duties and responsibilities within the department. Other duties may be assigned by Office Manager or Commercial Director.
Personal Specifications

• Excellent communication skills both written and verbal
• At least 3 years' experience in a customer service position, along with supervisory experience
• Extensive experience using SAP
• Will have the ability to solve customer issues and resolve complaints using their own initiative
• The ability to think clearly in a fast paced pressured environment
• Demonstrate the ability to contribute and foster a positive team environment
• To work under minimal supervision

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Skills Required