Customer Service Supervisor
Overview
Are you someone who is passionate, motivated, and driven to make a difference? If so, MSA Safety is the perfect fit for your career.
At MSA, SAFETY is who we are AND it is what we do. We are a purpose-driven company committed to deploying innovation and technology to deliver on our Mission to help protect people and assets all around the world. We continue to be relentless in our pursuit of solving our customers greatest problems so they can go home safe each and every day.
Are you in? Read on for more details about this particular role.
Responsibilities
You will lead the Helpdesk function for major Service Contracts in the Fire and Rescue Service, providing protective clothing to 55,000 end users across the UK. The Helpdesk handles all communication, invoicing and customer support for the Service business through a bespoke platform and a dedicated phone line. Acting as the link between customers and operational teams, the Helpdesk resolves queries, issues and escalations from start to finish.
Core responsibilities will include:
1. Team Leadership and Development
- Lead and support a team of four Helpdesk Coordinators to deliver exceptional customer service and exceed KPIs
- Allocate and manage daily workload using Daily Huddle objectives
- Coach, motivate, and develop team members through personalized development plans
- Promote a culture of accountability, collaboration and continuous improvement
2. Customer and Contract Management
- Work alongside the Service Contract Manager to drive efficiency, value and high standards across contracts and operations
- Serve as the first escalation point for key accounts and lead review meetings with customers
- Contribute to daily operations, including account management and administration
3. Process and Performance Improvement
- Analyze complaints and escalations to identify root causes and implement process improvements
- Prepare monthly KPI reports and dashboards for both internal and external stakeholders
- Document, standardize and maintain standard operating procedures
4. Operational Support
- Manage inventory levels in line with contractual requirements and minimum stock thresholds
- Collaborate with the Supply Chain team to ensure priority production orders and made-to-measure items are manufactured and delivered according to SLA
- Act as deputy for the Service Contract Manager, ensuring continuity of leadership and service delivery
Qualifications
Required:
- Proven leadership skills in delegation, coaching and team development
- Strong cross-functional relationship building to drive positive customer outcomes
- Solid background in customer service and/or post-award account or contract management
- Problem-solving skills
- Excellent verbal and written communication skills
- Technically minded with an eye for detail
- Proficient in MS Office, particularly Excel
- Ability to manage multiple priorities in a fast-paced environment
Preferred:
- SAP experience
- Experience in manufacturing, protective clothing or safety equipment sectors
- Power BI reporting
Job Type: Full-time
Benefits:
- Company pension
- Life insurance
- Referral programme
- Sick pay
- Work from home
Ability to commute/relocate:
- Yate, BS37 5QX: reliably commute or plan to relocate before starting work (required)
Education:
- A-Level or equivalent (preferred)
Experience:
- customer service: 1 year (required)
Work Location: Hybrid remote in Bristol BS37 5QX
Application deadline: 09/08/2022