Senior Customer Service Representative (Customer Management Focus)

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Senior Customer Service Representative (Customer Management Focus)

Purpose of the Role

To support and oversee the day-to-day operations of any customer-facing Customer Service support, responsible for sales order processing, proactive customer communication, and account management.

You will ensure customer satisfaction, order accuracy, and commercial efficiency through professional service delivery, effective communication, and consistent team support.

This role works closely with the Team Leader to ensure smooth daily operations, consistent processes, skills development (utilising the Skills Matrix for expectations), and accurate performance feedback for the team. The ability to obtain this information will depend on the tools available at that time and must align with ESL's current system capabilities.

You will also provide updates on team progress, highlight concerns or successes, and support the Team Leader with information to assist in performance reviews, KPI assessments, and bonus allocations. (Reports to the Customer Service Manager.)

Key Responsibilities

• Oversee the daily operations of the customer-focused service side, ensuring timely order fulfilment and account management.
• Act as the first point of escalation for customer issues, ensuring swift and effective resolution.
• Support the processing of sales orders, quotations, back orders, shipments, and proactive quote follow‑ups.
• Collaborate with internal departments (Sales, Supply Chain, Finance, etc.) to maintain a smooth order‑to‑delivery process.
• Work closely with the Senior Customer Service Representative (Supplier Management Focus) to maintain, develop, and align the customer journey across both sides of the service function.
• Support existing accounts on a BAU basis and ensure continuity in service delivery.
• Manage the daily workload, priorities, and support needs of Customer Service Representatives and collaborate with the Team Leader on any changes from BAU.
• Take involvement in creating, monitoring, and reporting on customer SLAs, KPIs, and performance metrics to drive service excellence.
• Identify and elevate opportunities for process improvement to the Customer Service manager and Team Leader.
• Support onboarding, mentoring, and ongoing training of new and existing team members alongside the Team Leader.
• Provide regular updates to the Team Leader regarding team performance, highlighting achievements, challenges, and development needs.
• Ensure team members demonstrate effective time management, accuracy, and adherence to SLAs.
• Collaborate closely with the Senior Customer Service Representative (Supplier Focus) to ensure a unified and efficient Customer Service function.
• Provide key operational statistics and insights to empower the team and inform decision‑making.
• CSAT ownership – responsible for managing any changes required as a result of CSAT feedback.
• Work closely with the Senior Customer Service Representative (Supplier Focus) to build knowledge to the relevant standard to provide cover during leave periods.
• Be prepared to take on additional duties as assigned by the Customer Service Manager to support business needs.

Essential Requirements / Experience

• Proven leadership and team coordination skills.
• Strong customer service and relationship management experience.
• Excellent communication and interpersonal abilities.
• Organised, efficient, and detail‑oriented.
• Demonstrates out‑of‑the‑box thinking.
• Prepared to challenge to improve.

Recruitment Agencies;

The Pilot Group operates a strict PSL and will not accept any unsolicited CVs sent to any member, employee, representative or business unit of the Pilot Group. Any unsolicited introduction will be treated as a CV 'sent in kind' and as such The Pilot Group rejects all liability to pay any such fees for an unsolicited introduction.

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