Customer Services Team Leader

HJ Lea Oakes Ltd are suppliers of top-quality animal and livestock feeds, serving farmers across a wide area in Cheshire, Lancashire, Staffordshire, Shropshire, and North Wales. We are currently looking for a full-time Customer Services Team Leader to co-ordinate the work of our team and ensure the delivery of exceptional customer service at our main office in Aston.

Job Description and Profile

It is a fast paced and diverse role. You will be leading the Customer Services function and team in delivering outstanding service, while being a hands on part of the team. Our Customer Services team is the first point of contact for all external enquiries, handling high volume of calls, taking, processing, and pricing orders and liaising with other departments.

Duties and Responsibilities

• Co-ordinating the customer services function and team to ensure smooth and efficient operations.
• Effectively allocate and prioritise work. Co-ordinating and managing team workloads.
• Lead and develop the team through training and coaching.
• Holiday and absence management to ensure sufficient cover.
• Implementing procedures and introducing systems of work to streamline the operations.
• Switchboard for main office, managing high volume of calls, screening cold-calls, taking and passing messages.
• Taking orders from customers, agents, and merchants
• Inputting, pricing, amending, cancelling orders - in-house software.
• Assist Transport Department in uploading the Transport Schedule when necessary.
• Liaising with other Departments: Transport, Raw materials, Customer services, Technical and with management
• Other general admin tasks as required.

Terms

• Full time position (37.5 hours a week, normally 9am-5pm Monday to Friday with half hour lunch break). Overtime hours (including Saturday mornings) might be required in busy periods.
• Full training on the in-house systems will be provided.
• Additional holidays, company pension, Cycle2Work scheme, free on-site parking, employee discount.

Requirements

• Proven experience in a Customer Services/Helpdesk environment is essential.
• Prior experience/knowledge of Agri industry will be an advantage.
• Decisive, natural leader with ability to motivate colleagues.
• Strong problem-solving abilities and attention to detail.
• Highly organised person, able to multitask and work under pressure in fast-paced environment.
• Excellent interpersonal and communication skills, good command of spoken and written English.
• Good numeracy and literacy.
• Good computer skills - the role involves working on industry specific software as well as Microsoft Office package.
• The successful candidate will be energetic, friendly, and calm under pressure.
• Ability to work well as part of a team, including cooperation with other departments (Transport, Raw materials, Technical, multiple Production sites).

HEAD OFFICE

HJ Lea Oakes Limited
Aston Mill, Wrenbury Road,
Aston, Nantwich, CW5 8DH