Customer Service Supervisor

DS Smith
Milton Keynes, Buckinghamshire
02 Mar 2018
30 Mar 2018
Full Time
Contract Type

Our DS Smith site located in Milton Keynes is currently seeking an ambitious Customer Service Supervisor to support the Customer Service Manager with building and developing a new and successful customer service function.

Reporting to the Customer Service Manager, you will be pro-active in implementing continuous improvements and have the ability to build strong relationships with key customers to ensure we provide and deliver world-class customer service in a fast paced environment.

What some of the key duties this role will involve:

• Support the Customer Service manager with the effective running and development of the customer service function
• Liaise with couriers and distribution partners for updates on claims, delayed or failed deliveries 
• Keep the Customer Service Manager updated on daily progress, highlighting any concerns or trends within the business which could affect customer service
• Customer visits and attendance at review meetings (on and off site) 
• Regular pro-active contact with key accounts via various communication channels
• Customer account analysis to understand how the business is improving and can improve
• Liaise with ePacks suppliers to ensure all queries and pricing are received within a timely manner
• Manage and report on customer order requirements within SLA’s in place
• Manage stock levels and replenishment to ensure stock turnover and targets are achieved
• Monitor feedback and complaints and provide resolutions while addressing root cause
• Enrolling, coaching and developing team members
• Assist with HR activities including 1:1’s, absence management and day-to-day team enquiries
• Support the sales team to drive customer satisfaction, loyalty and retention

What we would like our candidate to have…

• Experience coaching and motivating a team to achieve individual and business KPIs
• Previous management experience within a sales or customer service environment
• Strong IT skills including Microsoft Office/Excel and ideally SAP
• Any stock control or replenishment experience would be advantageous
• A proactive individual with a continuous improvement mind-set
• Ideally knowledge of the packaging industry

About DS Smith...
DS Smith is a leading supplier of recycled packaging, both within the UK market and throughout Europe. A FTSE 250 listed business with a turnover in excess of £3.6 billion. The organisation employs over 27,000 people worldwide & is continuing to grow both organically & through acquisition.

Salary: £25,000-£30,000

The benefits…
•25 days holiday plus Bank Holidays
•Contributory pension
•Annual cycle to work scheme
•Paid Expenses

Location: Milton Keynes

Application Process:
Please submit a copy of your current CV, along with a cover letter, detailing a synopsis of your CV & summarising the key points of your experience that are relevant to the role for which you are applying.


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