Job Description

The IWS Group is looking to recruit an experienced Customer Service Team Leader to lead the customer service team of its fast growing subsidiary, Beaverswood Ltd.
Beaverswood, based in Wokingham, manufactures innovative products that make the workplace work smarter with a range of visual management products, suitable for lean manufacturing and 5S or any workplace that needs to be safe, productive and organised. The product range includes labelling and ticketing; document display and signage; waste segregation; shadow boards; specialist impact protection, racking protection and warehouse safety products. The range is supported by market expertise, marketing, promotional and reseller resources and materials, and aftersales support.
The Customer Service Team Leader will report in to the Head of Sales, whilst leading a team of three Customer Service Advisors and working closely with the wider sales team to ensure that customers' needs are met. This team is crucial to the company improving and maintaining its ability to respond to sales, quotations, enquiries and after sales care, at a time when the business is growing and our product offering is expanding. You will need to have bags of initiative, as a fundamental requirement in this role is a renewed focus on continuous improvement resulting in multiple procedural transformation projects.
Responsibilities
We are looking for a team leader experienced in overseeing continuous improvement projects and digital transformation to help us improve operational efficiency and meet customer expectations by:

• Daily management of the sales desk, to ensure orders, quotes and enquiries are processed quickly and efficiently and that the customers' needs are met in a timely and effective manner.
• Ensuring a 'first in, first out" approach to workload is adopted and maintained, as standard, so that customers are looked after as well as they can be.
• Encouraging a proactive team to make outbound calls to customers, to speed up query resolution and improve customer satisfaction.
• Motivating a team to be sales focused with a customer comes first attitude.
• Providing and facilitating continuous training to nurture a 'get it right, first time' attitude.
• Identify ways of minimising repetitive tasks, improving efficiency, and boosting productivity with technology.
• Running reports on sales performance, and productivity levels, as well as customer and other insights.

You will facilitate monthly 1:1s, and regular performance appraisals with individual team members, feeding back on what's working well and opportunities for improvement, which can be incorporated into a structured development plan. On a day to day basis you will support and coach individuals and the team collectively to:

• Respond to customer sales enquiries to produce a range of quotes, from simple pricing to more bespoke solutions.
• Efficiently execute order entry and invoicing
• Field and manage a high volume of enquiries.
• Ensure enquiries are responded to and addressed with speed, within the SLAs.
• Recognise the opportunity to find a solution, satisfy a customer requirement, and generate a profitable sale.
• Build relationships with a range of existing and new resellers and recognise what the company's supplier base has the potential to do.
• Conduct online research for sourcing alternative products, etc.
• Act as conduit between customers, internal departments, and suppliers.
• Field ad hoc customer service enquiries, such as delivery dates and sample requests.
• Champion a continuous improvement mindset with direct reports and colleagues.

Education/Qualifications
Essential:

• Good standard of general education backed by a track record of continuing professional development.

Desirable:

• ILM Level 3 or equivalent
• Project Management qualification
• Customer Service certification/qualification

Skills, Knowledge & Experience

• Significant experience in customer service, administration or internal sales, ideally in a B2B environment
• Demonstrable experience in continuous improvement project(s)
• Experience with CRM and ERP systems
• Problem solver with great initiative
• Good head for numbers
• Excellent written and verbal communication skills
• Proficient in Excel and Word
• Knowledge of the industry would be advantageous
• Knowledge of the reseller / dealer channel model is advantageous.

Aptitudes/Attributes

• Self motivated, resourceful and results orientated.
• An eye for detail and ability to visualise the customer journey while identifying opportunities to improve the customer's experience.
• Ability to identify efficiency and cost savings.
• Able to articulate technical information to both technical and nontechnical audiences.
• Skilled at building relationships where feedback is welcomed and responded to.
• Analytical, diligent, tenacious, persistent, and balanced.

Package & Benefits
Now part of the rapidly growing IWS Group of companies, investment is being made in people, systems and expanding the service offering for an ambitious period of growth. This is an exciting time to be joining the team!

• 38.25 hours per week Monday to Friday
• 25 days holiday (service increment scheme in place)
• Health Care Cash Plan (available from day one)
• Company sick pay support scheme (after completion of probation)
• Employee Assistance Programme (including 1:1 counselling)
• Group Life Assurance - 2x annual salary (after 5 years' service)
• PERKS retailer discount scheme

Skills Required