Customer Service Team Leader

Mast Group Ltd. are looking to recruit a Customer Service Team Leader to join the Customer Service team.

Mast Group Ltd. is a leading international manufacturer and supplier of medical diagnostics products for the diagnosis of infectious disease. Our products are used throughout the UK and worldwide. The job holder will manage the Customer Services team in the successful operation, maintenance and continuous improvement of the customer and administrative support systems with the aim of assisting the Company in achieving its sales and serviceability objectives.

THE ROLE

• To manage the Customer Services team and ensure all members provide excellent pro-active service to all Mast Group Ltd. customers and contribute to the setting as well as lead the team to achieve defined Key Performance targets.
• To plan workloads and delegate tasks whilst clearly communicating goals/deadlines along relevant company updates to team members
• To create a productive work environment for the team, performance reviews and provision of feedback to team members.
• To build good working relationships with customers and distributors through working closely with the sales team, product managers and marketing.
• To ensure the Customer Service team effectively operate the administrative and order processing functions of the Company related to all Mast Group Ltd. operations. To own these processes and develop a system for continuous improvement of these functions. To be trained (and train out) these processes and be able to perform relevant procedures as required whilst keeping procedures relevant and up to date.
• Responsible for training of new team members in the Customer Services processes.
• To lead the consistent and timely reporting of Customer Service Key Performance targets.
• To ensure the Customer Service team own, manage keep up to date and ensure all appropriate databases are accurate, e.g., customer records including delivery address, VAT codes, territory allocation etc.
• Support Account Managers with co-ordination of accounts: To assist the sales team as appropriate in ensuring that all quotations and tenders are processed according to appropriate deadlines and standards.
• To ensure no orders processed without; valid PO; payment is first received for Cash-in-advance accounts. Credit stop override is performed in combination with credit control.
• To ensure the Customer Service team lead on the resolution of queries & issues relating to all Mast Group Ltd. orders
• To ensure Third Party Product Order Management is managed appropriately within the Customer Services team and cross-functionally.
• Responsibility for iso ensuing credit notes (authorisation to be obtained at senior level)
• To ensure the sales order book achieves maximum invoiceable revenue on a weekly basis. In the event of back orders, leading on the management and stock allocation to support sales order book fulfilment
• Communicating the need and precise nature for CS related customer comms.
• Subject Matter Expert for audits as required
• Lead on cross-functional interactions e.g., complaints & CAPAs & continued development of team product knowledge
• Support/Lead as appropriate the implementation & management of Pricing and Discounting processes, ensuring they are implemented appropriately within the team & ERP systems, inclusive of shipping & handling costs

THE PERSON

• GCSE or equivalent in English and Maths
• Experienced user of ERP such as SAGE
• Worked as CS
• Knowledge of SAGE
• Good IT skills
• Experience of direct customer interaction roles
• Able to work quickly to a high degree of accuracy and precision under pressure.
• Able to anticipate and solve a range of work-related problems using own initiative within the remit of the role.
• Able to work with cross-functional teams to deliver to the business’ requirements
• Good understanding of current business best practices in customer service and communications
• Previous experience of working within the in–vitro diagnostics industry/ general understanding of the Scientific environment and market is desirable
• Experience of managing Customer Service teams is desirable
• Experience of continual improvement projects is desirable
• Experience of writing, updating and introducing new standard operating procedures
• Experience in managing customers’ accounts
• Responsible attitude and able to use initiative including working to deadlines
• Previous experience in audit environments
• Previous experience training team members

In addition to the specified duties the employee is expected to perform additional tasks when reasonably called upon to do so.