Customer Services Supervisor

Job Summary

The Customer Service Supervisor manages the day-to-day operations of our Customer Service Team whilst embodying Jacksons values. The role is customer focused and looks to drive improvements across the department. The Customer Services Supervisor is responsible for team performance, reporting of business and customer KPIs, managing invoice queries, building relationships, team development whist driving and maintaining excellent customer relationships.

Working days : Mon to Fri 8am to 4pm

Key Areas of Responsibility

• Supervise the day-to-day operations of the department, always maintaining a customer focus
• Deliver excellent customer service, responding to all queries in a timely manner
• Build positive working relationships with customers, interacting regular, to forge strong bonds
• Undertake regular calls and reviews with customers to discuss ongoing customer service performance.
• Adopt a professional working relationship within all relevant business depts
• Maintain and develop effective customer services policies and procedures
• Take Line Management responsibility for customer service assistants, training , mentoring and developing as appropriate
• Manage our levels of invoice queries and working closely with finance and commercial colleagues to keep these at an acceptable level.
• Generate, verify and maintain business KPIs
• Ensure all relevant Export and Customs documentation is completed in a timely manner

You will:

• Need to meet our cultural aspirations
• Have proven track record in Customer Services or similar role
• Be proficient in Microsoft packages, and ideally a knowledge of ERP systems
• Have excellent communication skills and be able to communicate effectively with both external and internal customers
• Strong leadership and motivational skills
• Be customer services orientated, with a problem solving attitude
• Take a sense of ownership in your work
• Have great attention to detail
• Be a Jacksons Ambassador

Those who know you would describe you as:

Customer focused

An excellent communicator

A strong team worker

A logical thinker, and problem solver

Qualifications

• Experience in a Customer Service team previously would be advantageous
• Experience of ERP systems would be advantageous but not essential