CAA - Team Leader

Shift Pattern: Monday to Friday, 08:00-16:00 / 08:30 - 16:30 / 09:00 - 17:00 (37.5 hours a week)

The role would suit a person that has a proven high level of competency and achievements in same or similar role. The job holder can support and show confidence in dealing with customers’ direct, dealing with queries i.e. why the delivery wasn’t taken / delivered. Proven history in providing a pro-active service to the customer is essential. This is a high scale administration role. It is necessary for the job holder to hold the enthusiasm to excel in this role and the willingness to learn. Training is provided within this role to ensure best outcome for job holder. There is direct customer contact for this role.

Key Responsibilities

• Liaise with customers on a day-to-day basis to provide support and advice on any queries and issues.

• Deal with all service issues, liaising with the operational team to provide solutions to queries/problems.

• Work on your own initiative to provide improvements and solutions, being innovative, working closely with the customer to continuously improve performance and perception through continual improvement programs.

• Produce daily reports both internally and externally as required by customer, identifying Shortages; Failed deliveries; incorrect quantities, using WMS system and Excel.

• Offer solutions to customers to improve the service and move their business forward.

• Meet with customer to discuss production and improvements in areas, inviting colleagues that are necessary for the meeting.

• Provide guidance, support and informal coaching to administrators and new colleagues.

• Ensure tasks are completed in timely manner to enable next stage to be carried out.

• Ensure all work is completed to a high standard, eliminating need for rework and/or changes.

• Review stock levels and movements in line with customer requirements

• Requirement to prioritise own work, meeting required timescales

• Able to apply vigilance and care in approach to work, judging when and who else to involve

• Exercise independent judgement in solving problems with only general guidance available in the shape of established practices and precedents.

• Arrange reviews and QC meetings with customers

• Undertake other responsible tasks that may be required from time to time as directed by the needs of the business and/or your Line Manager

• Multi skill across job roles and customer(s) to provide cover for colleagues when required.

• Develop relations and knowledge of operations to establish how this can aid in providing solutions to customers

• Communicate with colleagues, peers and other internal staff to enable role to be carried out.

• Understand colleagues and customer requirements and your role to enable these requirements to be met.

• Build relations with customers to improve performance and customer perception.

Knowledge & Skills

• Excellent command of the English language, both written and spoken with good communication skills

• Advanced Level Microsoft office skills (Outlook, Word, Excel, PowerPoint)

• Administration and organisation skills

• Ability to problem solve with awareness when to escalate to next level of management

• Able to work on own initiative

• Accurate and reliable

• Ability to prioritise tasks within a daily work allocation, defined timetable or routine

• Knowledge of principles and practices of organisation, planning, records management and general admin.

• Ability to operate standard office equipment

• Able to work as part of a team as well as on their own.

• GSCE Maths and English grade C or above or equivalent.

• Knowledge of the industry

• Confidence in dealing with customers’ directly

• Experience of having worked in a similar role previously

• A-level standards or equivalent level numeric and literacy skills.

• Warehouse / Distribution background

• Cultural awareness within a diverse work force

• Cross functional working ability to influence across different departments to achieve the correct outcome.

• Knowledge and of IT systems and aptitude to understand how they influence performance, cost and customer perception