Customer Service Supervisor

Salary: £42,000 – £48,000 per year

Customer Service Supervisor £35000- £40000 Hemel Hempstead

• Reporting to Customer Service Manager 
• Supervising team of 3-4 customer service clerks 
• throughout the EMEA region. Ensure SLA’s are adhered to.
• Spare Parts Inventory Management for our Regional Service Partners ensuring that they have the right volume of spare parts on hand to enable them to provide fast repair times.
• Provide End User / Customer 1st level technical troubleshooting assistance by telephone / email. Identifying problem causes and offering solutions where appropriate.
• Escalation and monitoring of 2nd level technical issues raised by our End-Users, Customers and Regional Service Partners. Understanding the technical elements of the problems is essential to managing the solution.
• Managing the End-User / Customer expectation to turn a potential negative situation to pleasurable service experience.
• Monthly Repair Data upload from ASP’s to Central RMA System.
• Repair Quality Tracking for each ASP.
• KPI Tracking for Repair Turnaround Time, Repeat Repairs, No Fault Found, etc.
• Approving ASP Invoices for payment.
• Provide End-Users and Customer quotation for Out of Warranty work.
• Processing End-User / Customer payments for Out of Warranty work.
• Processing Spare Parts Orders for our Regional Service Partners.

Candidate Specification

• Supervisory experience or potential.
• Excellent written and oral communication skills.
• Good Interpersonal and Customer relationship building skills
• Excellent PC skills with proficiency using Word, Excel and Email.
• Strong technical aptitude
• Logical thinker with excellent problem-solving skills.
• Attention to detail and accuracy being paramount
• Ability to manage and prioritise multiple tasks.
• Experience working in a similar environment.

Immediate start, Immediate interviews. Working 50% in office 50% from home.