Job Description

The Role - Customer Services Team Leader

To lead and manage the team of Customer Services Executives, ensuring 200m+ of sales orders are accurately processed and logistics arranged in a timely fashion, and customers and internal stakeholders are managed appropriately. This is a permanent position based in Thirsk, North Yorkshire.

The Company

IPN is an innovative, well-established, and award-winning pet food manufacturer, employing over 850 people across our 4 UK manufacturing sites. Our family of brands include Harringtons, Wagg, Barking Heads & Meowing Heads, AATU, Blink, Butchers, Classic Cat and a selection of partner brands that trust us to produce food on their behalf. Our kitchens in Thirsk, Kinmel and Crick produce dry, wet, and baked foods which are enjoyed by dogs and cats all over the world.

Responsibilities - Customer Services Team Leader

Team Management - Supervise and lead the customer service team, providing coaching, guidance and training as needed. Allocate tasks and responsibilities effectively to ensure smooth workflow and optimal customer service levels. Foster a positive and collaborative team environment Collaboration and cross-functional alignment - Work closely with production, logistics, sales and technical teams to ensure seamless customer service and order fulfilment. Participate in cross-functional change projects and meeting to discuss customer-related matters and coordinate actions Liaising with customers to ensure we have required information to ensure orders are processed accurately Processes to streamline operations and improve customer experience. Identify and implement opportunities for automation, system improvements and efficiency enhancements Data Analysis and Reporting - Collect, analyse and report key order processing and customer service metrics. Use data-driven insights to make informed decisions and drive improvements in customer service performance. Ensuring export orders are processed in line with forecast demand and comply with all regulations Managing customer queries regarding order issues through our customer feedback system Communicating customer and business issues that arise through order process in a timely and clear manner

Knowledge Skills and Experience - Customer Services Team Leader

Proven ability to work in a fast-paced, transactional process team Good knowledge of sales order process or a transactional process carried out on a recognised piece of financial / ERP software Previous demonstrable experience in sae or similar role includes supervising a team High level of Excel and ERP literacy Good communicator with internal and external stakeholders on email and over phone Ability to learn new processes as and when new customers join our business

These may be trained or developed. These do not all need to be in place at recruitment

What We Offer:

Location: Thirsk, North Yorkshire (Hybrid) Salary: Competitive 10% annual company bonus scheme Hours: 37.5 hours per week - Monday to Friday Pension: Employee contributions 3% / Employer contribution 8%(salary sacrifice company pension scheme) Holidays: 25 days + Bank Holidays Healthcare cash back plan Life Assurance Enhanced maternity/paternity/pawternity/pawreavement Free parking, electric charging, bring your dog to work, discounted products & free hot drinks Choice of a series of non-contractual flexible benefits, including cycle to work, workplace nurseries and dental insurance. These are offered through salary sacrifice or pay deductions. Ability to purchase heavily discounted pet food.

Equality, Diversity & Inclusion at IPN:

Inspired Pet Nutrition is an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applications from individuals of all backgrounds, experiences, and perspectives. If you require any adjustments during the recruitment process, please let us know.



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