Customer Services Supervisor

Customer Service Supervisor
Based in Mildenhall
£35,000 - £45,000 per annum dependent on experience
 
We are currently assisting our client with the recruitment of a Customer Service Supervisor.

This role will be key in leading and developing the Customer Service team, ensuring outstanding service delivery and smooth coordination across departments, while driving continuous improvement and maintaining the highest standards of customer care.

Job Summary

Lead and develop the Customer Experience team, ensuring that customer orders and service needs are the highest priority.
Promote and uphold values of being prompt, professional, consultative, friendly, and helpful.
Work closely with the sales process to provide superior service, striving for first-contact resolutions and ensuring consistency with company objectives.
Monitor, measure, and motivate team performance, recognising that the success of the role is defined by the success of the overall team.
Key Responsibilities

Team Leadership & Supervision

Supervise and support employees in the Customer Experience department, coaching and motivating to achieve adherence to procedures, turnaround times, and policies.
Recruit, hire, train, and retain talented team members; oversee succession planning, career development, performance reviews, and corrective actions when required.
Be approachable and accessible during business hours, ensuring maximum productivity, engagement, and growth.

Customer & Internal Liaison

Act as the link between customers and internal teams (manufacturing, sales, logistics, accounting) to resolve production, delivery, and billing issues.
Represent the department in key manufacturing meetings and manage the backorder process.

Customer Support

Handle orders, sample and documentation requests, returns, credits, complaints, and invoices.
Collaborate with Sales Support, Regulatory Affairs, Logistics, and Planning to ensure compliance with external regulations and requirements.

Knowledge & Expertise

Maintain up-to-date knowledge of competitors, customer segmentation, and global sales/marketing strategies.
Understand shipping processes, import requirements, Inco term guidelines, and tariff classifications (with support from Logistics).

Process & Continuous Improvement

Ensure the team demonstrates expertise in products and solutions when dealing with customers.
Identify and implement workflow, process, and system improvements to enhance team efficiency.
Develop and deliver training sessions to ensure consistent service standards.

Additional Support & Projects

Contribute to Customer Experience Surveys, presenting solutions to close gaps and improve support.
Lead assigned projects and departmental/company initiatives.
Define and monitor team performance metrics, measuring quality and results against agreed standards.
Support management in customer communications, including recalls or critical updates.

Education & Experience
Required

B.B.A. or B.S. in business or related discipline.
Strong leadership/direct report management experience.
Experience working with ERP systems.
Proven experience using Salesforce or similar CRM software.
Ability to navigate ambiguity and make independent decisions aligned with departmental processes.
Strong organisational, written, and verbal communication skills.
Customer-focused (internal and external) with ability to perform in a fast-paced environment.
Comfortable working in cross-cultural settings.
Solution-oriented, tactful, and skilled in conflict resolution and team building.
Other benefits: 

Flu shot vouchers.
Pension with Royal London.
Discretionary Bonus of up to 10%.
Discretionary Holiday bonus paid by owners.
Vitality Health care.
Income protection 75% salary for up to two years (if sick for 14 weeks plus).
Death in service (3x your salary).
Company events - Christmas parties and social events throughout the year.
Bright HR discount portal (discounts on cinema, groceries and other things)