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!

Excellent interpersonal skills both written and verbal, including digital literacy, exceptional detail orientation, strong follow up, and ability to solve problems.

 
Responsibilities:

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 customerPromotes professional development and builds team’s capabilityCreates an inspiring team environment with an open communication cultureEmpowers employees to get involved with continuous improvement initiativesThe 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 ordersLeads 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 rulesResponsible for assembling, analyzing and reporting metrics around service, quality and communicationAdhere to the Company’s instructions and policies related to  customer relations and to meet established goalsTo 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

Minimum Requirements/Qualifications:4+ years of proven performance in customer service/ customer experience  roleCandidate should be passionately committed to leading othersExperience leading and aligning  teams and have excellent communication/customer service skillsMust be a strong collaborator with internal teams, an effective communicator, and have an ability to address customer needs for order allocation and fulfilmentRequires BS/BA degree, or equivalent work experienceExperience 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