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Customer Service Team Leader - Oe - Bedfordshire, Pitstone, LU7 9

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Job detailsMain domain/Job fieldPrograms / Customer Relations - Customer support
Job titleCustomer Service Team Leader - OE
Employment typeRegular Full time
Professional categoryEmployee
Part time / Full timeFull-time
Number of hours per week37
Job descriptionTo lead and supervise the Customer Service Representative Original Equipment Team on a daily basis and maintain high levels of performance and high standards of customer service. The team leader will also have their own customer accounts to look after on a daily basis. Represents the Aftermarket Customer Services Manager in the development of the Global Service Centre with OE Customers.
To act as the principal interface between customers and Labinal Power OE Support for programme and pricing enquiries, by responding to customer and internal requests in a proactive, professional manner, championing Customer Satisfaction and representing the value of the Labinal Power brand.
•Act as company point of contact for a defined number of strategic/large customer accounts
•Responsibility for the day-to-day leadership and running of the OE CSR team, managing performance against productivity and customer service targets; developing staff and responding to Customer escalations as required.
•Preparation of performance reports and other customer information as required
•Monitor Customer portal activity and proactively follow-up CSAT issues relating to OE Ordering, maintaining Portal access privileges where these are required to interface with Customers
•Manage the Order-to-Cash process for OE product from RFQ through to invoice payment, including cash collection of overdue invoice payments. Manage reduction of Customer debt in co-ordination with Finance, driving customer communications and resolving invoicing disputes
•Organise the support among CSRs of the shipping of finished product by working with Modules, Export Control, Finance and Logistics to ship finished product. (This may involve working outside core hours). Generate Customer shipping documents in line with defined metrics. Ensure Export Control and compliance for each order
•Management responsibility for the development of OE Demand Forecasting within the S&OP process, validating programme demand with Program Managers and Customers, recording data in S&OP process tools, while participating in meetings and supporting S&OP activities
•Proactively identify and forecast demand, maintaining detailed forecasts by product type, region, customer class etc. for input to the S&OP process
•Assisting with the integration of OE Ordering into the Global Service Centre operating model. Define metrics for performance management of GSC activity and manage performance against targets / budget
•Work with Module Leaders to improve delivery schedule reporting and set up systematic programme status reporting
•Identify opportunities to eliminate Nil Hour Returns, and reduce warranty and invoicing disputes. Propose improvement action and implement where possible.
•React to programme changes / urgent requests and ensure fulfilment and communicate with Customers concerning modifications, retrofit and upgrade programmes, offering advice and guidance as appropriate
Travel specifictityN/A
Candidate skills & requirements•Demonstrable ability to work as an extended part of Business Development Team
•Previous experience of managing customer interactions and service levels in a high velocity and rapid pace change environment
•Demonstrated customer service experience and focus ideally within a lead capacity
•Prior experience within an engineering / manufacturing environment preferred
•A basic grasp of business finance and an ability to work with general and specific pricing, incl. military pricing
•Advanced user of MS Office applications especially Excel
•Familiarity with SAP business application
•Demonstrated product acumen within an aerospace or automotive industry including part numbering, drawings methodology
Job locationEurope, UK
City (-ies)
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Helyek Külföld
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