At Joseph Joseph we love solving everyday problems through intelligent design to create distinctive, functional products that are a pleasure to own and use. We are one of the world’s leading houseware brands with a global presence spanning over one hundred countries, available in most major department stores and independent houseware stores worldwide as well as our rapidly growing ecommerce channel.
We are looking for an energetic Customer Service Team Lead to join the team. The Customer Service Team Lead will take a leading role in continuous improvement initiatives (people, systems, process), while owning B2B customer service activities for the company. They will also be responsible for team building, training, and performance management for their immediate team as well as supporting the Head of Customer Services with recruitment activities and wider departmental initiatives.
What you will be doing:
Own the customer experience and manage the order lifecycle from initial inquiry to delivery of order;
Oversee the daily activities of the team including order management and customer services;
To lead a diverse team of people; fostering a culture of continuous improvement, accountability and service delivery excellence;
Ensure service level standards and KPI’s are maintained to a high standard;
Owns results related to the teams timely and accurate production of documentation, completion of transactions, enquiries and query resolution;
Measure and report service metrics through accurate and consistent use of systems and analytics;
Track team performance and suggest improvements to streamline process;
Directly supervise employees in the team and conduct regular 1:1 and team meetings to: - Lead the training, performance management and development of the team; - Champion and develop new ways of working within the wider business operation, e.g. aligning with Sales on the whole Customer Experience proposition; - Engage in proactive interaction with internal departments and key stakeholders; Demand, Supply, Warehousing & Logistics, Sales, Finance.
Timely and accurate processing of sales orders (submitted via multiple channels, including EDI,on-line portal, CSV upload and manual entry);
Ensure adherence to customer specific requirements to ensure end to end compliance throughout the order to cash process (in-line with customer manuals) and ensure these are communicated and followed;
Accurate production and supply of all documents related to the supply and/or export of customer orders;
Ensure that all transactions (e.g. orders, returns, credit memo’s) are managed in line with agreed business processes and SLA’s;
Timely response to all enquiry’s, working to achieve first contact resolution;
Regularly review and refresh systems data to ensure that customer records are accurate and up to date;
Develop and maintain strong professional cross functional relationships with (not limited to): - Finance/Credit Control : customer credit limits, credit memos, returns and customer payments; - Supply Planning : product availability and order allocations; - Logistics : VAS, customer order configuration, documentation and delivery fulfilment; - Supply : supplier direct orders, documentation and special requirements - Sales : aligned and consistent customer communication, management of customer accounts and delivery of a great customer experience to drive opportunity and growth; - IT : systems operation and development, security; - Support Sales Account Managers with the development and on-boarding of new customers; - Attend regular meetings with the Sales Account Managers to review service delivery and drive service improvement;
What we need from you:
Minimum of 2 years’ experience in customer service role (B2B) working with International and retail customers, independents and/or distributors;
Must be fluent in German and English (verbal and written);
Additional languages a benefit but not essential;
Great leadership qualities with a passion for service excellence;
Ability to build and inspire trust;
Excellent capabilities in communication and listening, relationship building and influencing in a diverse and demanding environment;
Undaunted by regular change or operational challenges, able to cut through ambiguity and get to the heart of the matter;
As part of an effective team the Team Lead should be a team player with subject matter expertise, leaderships qualities, self-sufficiency, intellectual capacity and a sense of fun.
What you will get from us:
Competitive salary and holiday allowance
Company performance related bonus
A pension contribution
An exclusive staff discount
24/7 healthcare appointment support
Holiday trading (buy/sell)
Holiday carry over scheme
Extra holiday days for long service.
Monthly team recognition
Flexible working scheme: Hybrid - 3 days in the office and 2 days’ work from home
Flexible Start & Finish times
External private employee wellbeing support with Health Assured