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Customer Services Team Leader
Role Purpose & Overview
Management of the Bradford Customer Service (CS) department, including operations, leadership, and collaboration on regional projects while acting as the primary escalation point for customer-related issues.
Key Responsibilities:
- Collaborate on regional customer service (CS) projects and provide operational support to the Senior CS Manager
- Oversee daily management of the Bradford CS team (UK, Nordics, BNL, and EU E-business portfolios) for key customer accounts and order-to-cash (OTC) processes
- Build strong professional networks with internal teams, customers, and external stakeholders
- Deliver exceptional customer support, exemplifying best practices for direct reports
Key Tasks:
- Operational Management:
- Lead and coach direct reports to enhance efficiency, productivity, and engagement
- Liaise with transporters and supply chain stakeholders to ensure OTIF (on time in full) compliance
- Support setup, processing of new accounts, or account updates and business approvals
- Monitor master data records, sales processing, and the end-to-end order-to-shipment (OTS) process
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- Process Improvement:
- Promote adoption of electronic ordering (Teccom, EDI), automation, and standardization
- Drive efficiency to maximize sales output, reduce overdue stock, and speed up workflows
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- Customer Relations & Resolutions:
- Proactively resolve complaints and material/delivery issues with stakeholder alignment
- Interface with credit, finance, and other departments to address delivery blockers
- Act as the primary contact for escalations and regional complaints
Job Requirements
Essential:
- Priority Experience: Team Leader, senior managerial, or 5+ years in fast-paced customer-facing roles
- Performance: Proven ability to manage high complexity work and prioritize amidst deadlines
- Travel: Willingness to undertake European travel when required
- Technical Skills: SAP experience (critical)
- Attitude & Skills:
- Unwavering commitment to customer-centric service and excellence
- Degree-level education or equivalent qualification (GCSE English & Math (A-C grades), minimum)
- EU/automotive industry experience in an international setting (advantageous)
- Business fluency: High-level written and verbal English
- Technical proficiency with MS Office tools
- Exceptional communication, people, and conflict resolution skills
- Comfort working under pressure and liaising across all organizational levels
- Demonstrate professionalism, tact, and diplomacy in high-stakes situations
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