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Tontine Group
About the role
About the role
Leading the Customer Service team in delivering an outstanding customer experience. Working closely with Sales, Finance, Production, Warehousing and Operations teams, ensuring operational excellence across customer service, order management, invoicing, credits and returns.
Key responsibilities
Lead and develop the Customer Service team to deliver an exceptional customer experience
Manage end-to-end customer order management & fulfilment, ensuring efficient delivery and service outcomes
Partner with Sales, Production, Warehousing and Operations teams to align customer requirements with business priorities
Champion best-practice ways of working by supporting system enhancements, user adoption, training and continuous improvement initiatives
Influence business performance through reporting, insights and service excellence
Monitor KPIs, SLAs and operational performance metrics, using data and insights to drive decision-making, continuous improvement and business outcomes
Prioritise morning order drops ensuring warehouse efficiency
Liaise with wider commercial team to maximise sales with available stock and resources
Co-ordinate cross functionally with internal teams on customer/consumer quality issues and process quality queries including reports and returns/Warranty claims
Develop and optimise operational processes, systems and workflows
About you
Minimum 5 years leadership experience in Customer Service, Sales Support or related function
Experienced in ERP (preferably Pronto), CRM and customer portals
Proven experience leading and developing a team
Experience driving continuous improvement and change initiatives
Knowledge of operational systems
Demonstrable process improvement for efficiency and accuracy
Flexible with a sense of urgency and ability to multi-task and problem solve
Ability to build strong working relationships and communicate to all levels
Strong attention to detail and accuracy
Strong analytical, problem solving and decision making skills
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