Customer Service Team Leader

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Employer: Ursus Breweries
Domain:
  • Customer Support - Client Service
  • Production
  • Sales
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 01.08.2019
    Short company description

    Ursus Breweries este cel mai mare producător de bere din România. Mărcile din portofoliul Ursus Breweries sunt: URSUS, Timișoreana, Ciucaș, Grolsch, Peroni Nastro Azzurro, Redd’s, Stejar, Azuga, Pilsner Urquell și St Stefanus.

    Pentru mai multe informații despre Ursus Breweries și programele sale, vă rugăm să vizitați: www.ursus-breweries.ro și www.desprealcool.ro.

    Pentru mai multe detalii legate de cariera in Ursus Breweries vizitaţi site-ul nostru de recrutare www.ursusbreweriescariere.ro.

    Requirements

    Excellent interpersonal skills—persuasive, empathetic, able to handle conflict and pressure;
    Customer oriented and proven communication skills;
    Problem solving skills and attention to details;
    Team player, ability to work with people across different organizational function;

    Minimum 3 years of experience in one of the following areas:
    • In a call center
    • Part of an order processing team
    • Part of an logistics / distribution team

    Responsibilities

    Business day by day
    Creates and deploys the procedures and standards needed to ensure accurate order-to-cash process;
    Focuses on processes efficiency and optimization, to increase the service level offered;
    Updates regularly the procedures to match the current processes;
    Provides their team with the needed information to ensure the correct process is followed and accurate results are obtained;
    Ensures a correct resource availabilty throughtout the year for entire order to cash flow;
    Issues and transmits operational reports regarding the results of team’s work;
    Ensures operational support for team’s daily activities whenever is the case ( as back-up, in the peak periods, for continuity matters etc)

    Communication and information
    Maintains a good communication with all relevant departments from the area of interaction;
    Participates in inter-departmental operational meetings as customer service representative, gathering and offering all the relevant information for the matter;
    Builds a good image of the team to external recipients;
    Periodically issues and transmits to relevant parties, reports regarding team’s results and service level;
    Identifies and address internal and external customers needs;
    Maintains effective relationships with service colleagues and key stakeholders;

    People & team management
    Applies the Performance Management process as per company’s policy;
    Establishes and monitors their team’s performance standards; continually assess the effectiveness of the team, especially in terms of quality of service;
    Seeks to improve team members satisfaction by creating and maintaining a sound working environment;
    Ensures the training plan for the team is in line with the customer & business needs;
    Ensures correct behavior as per company’s policy is respected by their team;

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