Customer Service Team Lead, AF Venturina & AF Gent

Job Details

• Position Job Title:Customer Service Team Leader
• BG and BU:Film & Foil
• Function:Customer Service
• Location:Venturina/ Gent
• Line Manager’s Job Title:Customer Service Manager
• Contract Type:Permanent

Job Purpose  

• The primary role of Team Leader is to provide first line support for both the customer service and external sales teams within the business.
• The key focus will be the leadership, support, and motivation of the customer service team, in order to achieve the departmental KPI’s and targets, whilst maintaining a standard of excellence in the provision of customer service both internally and externally.
• Where required, the Team Leader will be expected to manage a selected portfolio of accounts.
• The Team Leader will also be expected to participate in any decision-making process relating to the structure, organisation, and management of the customer service team, making recommendations, as appropriate, for ongoing development and improvement.
• The Team Leader will also be responsible for implementing required Business Group processes and guidelines.

Job Dimensions & Scope 

INTERNAL AND EXTERNAL RELATIONSHIPS

Internal – Origination / Supply chain (including planning and logistics) / Technical / Internal Sales / Commercial and Amcor Management team.

External – Customers / External Sales / Suppliers

KEY DELIVERABLES

• Lead the CS team to build customer loyalty through positive customer engagement and service excellence.
• Identify, Implement and Maintain customer service processes, standards and key deliverables to support the customer-centric organization.
• Partner with all functional areas within the organization to ensure a world class customer experience.
• Manage the team to consistently achieve agreed business targets and objectives.

 Principal Accountabilities 

• Provide first line support for customer service and external sales teams
• Lead and motivate the Customer Service Team
• Identify and implement opportunities for people development
• Assume overall responsibility for delivery of agreed KPI’s and targets within the CS team
• Prepare and present monthly reports as required by the Customer Service Manager
• Review and improve existing processes and process controls
• Identify and mitigate actual and/or potential risks
• Support the introduction of new business
• Manage the relationship between the team, plant functions and Plant General Manager

Principal Activities

• Lead, motivate and support the Customer Service Team
• Manage performance and development of team members
• Resolve service issues raised by the customer service team, liaising with relevant departments/external suppliers
• Provide first line escalation for customers, account managers and internal departments, assisting in resolving any issues.
• DIFOT: Support the team to achieve and/or outperform against target.
• Finished Goods stock: maintain process to achieve targets
• CDN’s: maintain process to achieve targets on response times and outstanding values
• Evaluate and seek improvements to existing processes within the Customer Service Team
• Support the team in successfully integrating new business

Qualifications/Requirements

 1- Formal Qualifications and Experience

• 5+ years of experience in customer service, preferably in a manufacturing environment
• Excellent communication skills in English and Italian (Dutch - nice to have)
• Good excel skills, SAP and salesforce- nice to have
• People management/coordination experience
• Bachelor's Degree in Business or Equivalent Study or Professional Experience

2- Specific Skills and Abilities

• Customer Focussed
• Results Orientated
• Excellent interpersonal and communication skills
• Ability to build collaborative relationships
• Excellent time management and organisational skills
• Ability to work as part of a multi structure team
• Self-motivated & Confident
• Skilled negotiator