Customer Operations Supervisor

Customer Operations Supervisor

Responsible to: Site Manager, GC Aesthetics UK
Purpose of Job (Summary)

Summary of Role:

Overall leadership and day to day supervision of Customer Services and Logistics team for GCA UK direct business

 

Key Responsibilities:

  • Supervise UK Customer Services team
  • Supervise UK logistics operatives
  • Maintain a full understanding of the company’s quality standards and expected standard of service in this role
  • Ensure the highest level of accuracy and attention to detail from the department in order to deliver excellent customer service
  • Participate and support business in audits and supplier quality reviews
  • Overall responsibility for the full order entry to cash process
  • Ensure customer enquiries are responded to in a timely manner
  • Ensure all customer order delivery dates are achieved on time and in full
  • Manage customer complaints and warranty claims within agreed timeframes
  • Ensure all shipping and distribution requirements for UK market are performed in an accurate, complete and timely manner
  • Overall responsibility for organising and managing couriers for all outgoing deliveries to UK/IRE and incoming returns from S/R and Consignment in UK/IRE
  • Co-ordination and supervision of sale or return process, ensuring it is managed in an effective and efficient manner
  • Co-ordination of consignment stocks management, reconciliation and associated customer facing processes
  • Ensure accurate stock records for finished product stock held at Cumbernauld for UK direct market
  • Develop and build relationships with UK customer base
  • First point of contact for UK Sales team support
  • Provide sales team with supporting reports and customer operations KPI’s
  • Monitor and highlight demand changes and provide input into planning cycle
  • To undertake any other reasonable duties as directed 

 

Qualifications Required / Desired:

  • 5 years experience in a Customer services environment preferably in a life sciences sector.
  • Experience of day to day organisation of couriers for next day delivery purposes
  • 3-5 years experience of supervisory, including team and individual performance management
  • Good business understanding
  • Strong team player
  • Ability to work well under time pressure and balance multiple business priorities
  • Strong attention to detail along with organisational follow-through skills
  • Computer literate with experience in using Microsoft Office suite (Word, Excel Powerpoint) 
  • Experience in working with ERP systems with a working knowledge of Microsoft AX Dynamics desirable
  • Knowledge and experience in utilising problem solving techniques
  • Excellent written and verbal communication and presentation skills

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