Team Leader, Customer Operations & Support - Order Fulfilment

Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

Job Description

Job Description

Business Card Title: Team Leader, Order Fulfillment

Reports To: Snr Manager, Customer Ops & Support

Group/Division: BPG

Job Profile Title: Team Leader, Customer Experience

Career Band: 5

Job Track: Management

Position Location: Cramlington ( Benton Lane, Newcastle area)

Number of Direct Reports: 4

Day/Shift (if applicable): Day

FLSA Status (Exempt/Non-Exempt) Exempt

Relocation (if applicable): No

The Team Leader, Customer Operations & Support - Order Fulfilment, has direct responsibility for leading the order fulfilment team within the Customer Operations & Support Single Use Division (SUD) business supporting a highly responsive customisation process and delivering an outstanding customer experience. Primary accountabilities include driving efficient team performance and timely order allocation execution in support of a rapidly growing custom business. With a continuous improvement approach and passion for customer success, this role will build strong cross-functional relationships and create client loyalty through well-managed experiences with the Global Customer Operations & Support team members and processes!

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• Responsible for leading and developing the Cramlington assigned Order Fulfilment team.
• Manages individual and team distribution of work, promoting balanced workload and prioritization of assignments while ensuring adequate coverage to provide best in class support for the customer
• Promotes professional development and builds team's capability
• Creates an inspiring team environment with an open communication culture
• Empowers employees to get involved with continuous improvement initiatives
• The Customer Operations & Support Order Fulfilment team are responsible for the shipment execution of individual customer orders for custom, standard and hardware products.
• Responsibilities include but are not limited to: timelines, milestone tracking, documentation, communication, report outs, dashboards, and all other requirements for the effective allocation and shipment of orders
• Leads cross-functional teams appropriate to support the timing and scope of the order/project/program. Daily goal is to meet or exceed customer expectations for order fulfilment cycle times, work collaboratively with internal and external teams to maintain compliance with business rules
• Responsible for assembling, analyzing and reporting metrics around service, quality and communication
• Adhere to the Company's instructions and policies related to customer relations and to meet established goals
• To perform any other duties as may be required within the remit of the role
  To understand and accept personal responsibilities for Health & Safety on site in compliance with local legislation and the Company's Health & Safety Management
  Timely responsiveness
  Time management
  Ability to prioritize

• 4+ years of proven performance in customer service/ customer experience role

• Candidate should be passionately committed to leading others
• Experience leading and aligning teams and have excellent communication/customer service skills
• Must be a strong collaborator with internal teams, an effective communicator, and have an ability to address customer needs for order allocation and fulfilment
• Requires BS/BA degree, or equivalent work experience
• Experience in Order Fulfillment, Customer Excellence, or equivalent is preferred and ideally within the manufacturing or distribution industries

• Previous experience in developing customer relations and demonstrable interpersonal, communication and customer service skills