Customer Service Team Leader - Composite - Whitehaven

Customer Service Team Leader

Whitehaven

Full / Permanent

Do you want to work for a company who...

• cares for its employees & customers in equal measure?
• is serious about sustainability & the environmental impact of its products & processes?
• can provide a long-term future & personal development for those who aspire?

If yes, then read on to find out more about the job on offer at Smurfit Kappa

You can also find out more about Smurfit Kappa by visiting:

Website:  smurfitkappa.com/uk

Youtube channel: Smurfit Kappa Group 

Linkedin: Smurfit Kappa Group

Customer Service Team Leader

Smurfit Kappa Composites, currently have an exciting opportunity for a Customer Service Team Leader.  Reporting to the Sales Manager, the Customer Service Team Leader will lead and work alongside a team of dedicated Internal Accountant Managers to deliver excellent customer service to all customers of SKC.

Key job requirements 

The successful candidate will need to be driven to deliver customer service excellence including ensuring customer service objectives are met and that a proactive sales account management approach is taken.  Key responsibilities will include:

• Ensuring consistent standards and service levels are in place across all customer accounts.
• Optimising the efficient use of existing cash to order systems in a standard manner.
• Identity and develop alternative methods of working if and when required.
• Driving continuous improvement across all accounts.
• Managing workloads across the team
• Ensuring effective proactive communication with customers and internal departments to provide the best possible customer service, including resolving any issues.
• Ensuring that customer orders and any complaints are managed effectively.
• Full people management responsibilities for the internal account management team including people development and employee relations.
• Regular communication of customer service metrics to ensure all departments are aware of business performance.
• Identifying opportunities to enhance the customer experience by making service improvement recommendations.
• Hands on account management of 1 or more key accounts.
• Ensuring effective processes are in place across all customer accounts to:
  • Maximise OTIF performance
  • Minimise inventory stock holding
  • Optimise the use of space and transport
  • Standardise ways of working to allow effective holiday/absence cover
• Identify and articulate the correct working practices and resources to achieve customer excellence.

To be successful in this role, candidates will need to demonstrate:

• Excellent Communication Skills.
• A passion for Customer Care including an understanding of customer insights and needs.
• A proven ability to manage people and change agendas
• An ability to act with integrity and take ownership of customer service issues through to resolution.
• An ability to drive continuous improvements and to standardize processes and procedures where possible.
• A high degree of personal resilience and an ability to cope with challenging situations.
• Business acumen and financial awareness
• Strong analytical skills.
• Influencing skills with key decision makers
• IT skills – MS Office products and other bespoke customer databases.

What's on offer...

• 25 days annual leave (plus 8 statutory) as standard
• Contributory pension scheme (plus ad hoc access to independent financial advice)
• Training & development
• Free on site parking
• Employee Assistance - 24/7 free & confidential support to both you and your family
• Access to on site mental health and wellbeing support
• Regular health assessments (role dependent)
• Cycle to work scheme

Who are we?

We are a market-leading manufacturer of sustainable paper-based packaging. We care deeply about the health, safety and wellbeing of our employees, the communities in which we operate, and the service provided to our customers. 

We have an incredibly loyal and capable workforce who we invest time in developing and encourage to reach their full potential; and you too could become a valued member of our ‘family’.

We strive to create a fully inclusive working environment where people from all backgrounds are free to be themselves and succeed. We value different perspectives, skills and experiences and welcome applications from all communities.   

We are:

• A Disability Confident Employer and guarantee an interview to candidates who meet our essential criteria.
• Open to considering flexible working, such as part-time hours, hybrid working and other flexible options.
• Happy to offer a wide range of Family Friendly policies including emergency time off for dependants and to provide generous maternity, paternity and adoption leave provisions for our valued colleagues.

To find out more about the hiring organisation please search for 'Better Planet Packaging Europe'.