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Customer Service Team Leader

Customer Service Team Leader

SHV Grouptorrejón de ardoz, España
Hace más de 30 días
Descripción del trabajo

Supports and initiates follow-up actions by contacting customers (first and second line) and informing them about products to contribute to effective customer communication.

Answers questions about product assortment, applications, production based on standard products, quoting prices, and delivery times.

Re)negotiates contracts with customers for renewals regarding price, specifications, and delivery within defined parameters and standards set by Sales, to maintain relationships with customers meeting volume, quality, and price requirements.

Order processing and data management :

  • Handles incoming orders to ensure timely and proper delivery, including monitoring, replenishing, and entering order data into the automated system, tracking orders, identifying problems, and ensuring timely and correct delivery of relevant information to administration, purchasing, and forwarding.
  • Updates product data in relevant systems, providing up-to-date insights on products, prices, and other relevant information, including price indexations, adjustments, entering prices for new products, and introducing new products into the system, possibly adding to customer assortment.

Customer relationship management :

  • Manages records and handles all customer requests and incoming orders in line with company policies and procedures to ensure effective and timely customer interactions.
  • Registers, administers, and updates customer information, contracts, requests, order data, complaints, and signals in relevant systems for accurate insight and processing.
  • Logs and resolves customer problems / requests within prescribed timescales, actively solving problems / complaints to maintain customer confidence.
  • Provides support to customers on common standard problems, questions, and complaints, recording issues, determining causes, and translating messages into problem descriptions; escalates complex issues.
  • Monitors progress of delegated or escalated problems / complaints, keeps customers informed, and records in system.
  • Signals bottlenecks in processes, procedures, and / or systems, contributing to departmental improvements.
  • Communicates with clients about solutions, explains options, and informs managers of complex issues; conducts correspondence and prepares reports.
  • May plan, coordinate, and supervise activities of the Customer Service team to ensure efficient daily operations and work distribution.

    • People have always been at the heart of the SHV story.

    for our planet

    Sustainability plays a key role in our purpose.

    for our performance

    Financial performance without purpose is not meaningful, and purpose without performance is not sustainable.

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    Team Leader • torrejón de ardoz, España