Job Description

Overview

Alsico is seeking a driven and people-focused Sales & Service Team Leader to supervise our internal Industrial Team. You will be responsible for leading a team of sales support advisors, overseeing daily operations, maintaining SLA standards, and ensuring the accurate and timely processing of orders, pricing, and supply chain communications. This is a hands-on role requiring excellent leadership, organisation, and commercial awareness.

Key Responsibilities

Lead a team of sales support advisors, providing coaching, training, mentoring, and performance management. Oversee day-to-day workflow, including task allocation, prioritisation, and monitoring team workloads to ensure SLA compliance. Oversee weekly backorder management, ensuring timely follow-ups, customer updates, and coordination with relevant departments to resolve outstanding issues. Working closely with the Commercial Team to ensure the best level of service and support is provided to meet their needs and those of the customer. Ensure accurate and timely pricing validation to ensure quotations are completed accurately and promptly. Monitor team KPIs and SLAs, producing regular reports on service levels, turnaround times, and quality metrics. Conduct daily stand-ups, weekly team performance reviews, and 1-to-1s to drive engagement and accountability. Liaise with supply chain, logistics, and production teams to resolve delivery or inventory issues. Serve as escalation point for complex or high-profile customer issues, driving timely and effective resolution. Form part of the CRM implementation team, maintain and utilise the CRM system for order tracking, customer profiles, and service case management. Collaborate with Sales and Operations to ensure an aligned, end-to-end customer service experience. Develop voice of the customer reviews in partnership with Sales and Operations, analysing customer feedback, identifying service gaps, and driving continuous improvement initiatives. Foster a positive team culture based on collaboration, development, and continuous improvement.

Requirements

Proven experience in leading sales and service operatives, ideally in similar industry. Strong people leadership skills including coaching, objective setting, and performance tracking. Demonstrated ability in task/workflow distribution and real-time workload balancing. Experienced in SLA monitoring and service reporting to senior stakeholders. Skilled in CRM systems, pricing models, and supply chain coordination. Commercially aware and solutions-oriented. Strong communicator with a passion for excellent customer service.

Key Competencies:

Analytical Thinking:

Ability to analyse complex data and identify trends and opportunities for improvement.

Attention to Detail:

Ensures that all elements of supply chain projects are well-coordinated and aligned.

Collaboration:

Ability to work effectively with cross-functional teams and build strong relationships.

Adaptability:

Comfortable working in a fast-paced environment with changing priorities.
Job Type: Full-time

Pay: Up to 35,000.00 per year

Benefits:

Canteen Company events Cycle to work scheme Free parking Life insurance
Application question(s):

Do you have a proven track record in SLA/KPI monitoring and reporting (eg service levels, query resolution time, back order management) Do you have experience in task/workload allocation and hands on experience with CRM systems?
Experience:

Leading a customer service/contact centre team: 3 years (required)
Work Location: In person