Customer Support Team Lead

Customer Support Team Lead– Safety Direct Galway

Production Equipment is a leading global industrial distributor supplying over 90,000 products and services to customers internationally across a range of sectors.

We are currently recruiting for a Customer Support Team Lead to motivate, train and provide daily leadership to our Customer Support Team and to ensure delivery of a first class service to existing and new customers Production Equipment is a critical part of the overall supply chain for many companies and the Customer Support Team forms an important part of the overall customer experience.  

Responsibilities

• Lead, manage and develop the customer support team to deliver an excellent customer service in an efficient, consistent, and scalable manner.
• Drive collaboration between customer support, logistics, purchasing and quality to ensure customer fulfilment and requirements are met.
• Develop, train, and mentor team members to ensure a high standard of product, process and customer knowledge
• Lead and motivate others to attain team and business goals.
• Provide day-to-day supervision and direction of the team in order to ensure accurate and timely completion of responsibilities.
• Provide direction for Training and Development plans for all employees in department and ensure staff are trained in all new and existing process and accountable to process adherence.
• Lead by example, actively promote and foster a culture where learning and customer service are of the highest priority.
• Act as the escalation point for individual, team & customer issues working with relevant colleagues to find effective solutions.
• Ensure effective communications by holding regular individual 1:1’s, team meetings; and attending and providing feedback from relevant department meetings.
• Work closely with business management and with external sales colleagues.
• Processing customer orders and enquiries.
• Identify opportunities to up and cross sell products as per customer requirements.
• Stay up to date on product knowledge and inform customers on the technical benefits of our products
• Recognise and escalate any customer issues or trends while following established internal processes.
• Daily, weekly, and monthly reporting through SAP.

Skills & Experience 

• Previous experience working as a Team Lead in a fast-moving customer environment is desirable.
• Excellent interpersonal and problem-solving skills.
• Strong leadership capabilities.
• Proven track record in problem solving.
• Ability to communicate effectively on an individual and group basis.
• Excellent organisational and prioritisation skills.
• Strong customer focus
• Attention to detail and accuracy essential.

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