Customer Service Team Leader

Overview

Lead customer service team, oversee inquiries, orders and issue resolution in valve manufacturing.

Key Responsibilities

• order processing
• kpi monitoring
• issue escalation
• supply coordination
• process improvement
• team training

Tasks

-Ensure accurate and efficient order processing, from quotation through to delivery and after-sales service. -Monitor KPIs and service levels, preparing regular reports for senior management. -Act as the escalation point for complex or sensitive customer issues and provide resolution in a timely manner. -Work closely with the sales, production, and logistics teams to coordinate order fulfilment and resolve supply chain challenges. -Supervise, mentor, and support the customer service team to ensure high performance and development. -Ensure compliance with company policies, health and safety standards, and industry regulations. -Contribute to process improvement projects to enhance the overall customer experience. -Manage daily workflow of customer inquiries, orders, and after-sales support related to valves, fittings, and related components. -Provide training and coaching to new and existing team members on systems, product knowledge, and customer service best practices.

Requirements

• valves
• customer service
• leadership
• erp/crm
• ms office
• problem‑solving

What You Bring

-Strong knowledge of valves, fittings, or similar engineered products is highly desirable. -Proven experience in a customer service supervisory or team leader role, preferably within a manufacturing or industrial environment. -Experience in valve and fitting manufacturing or a related industrial sector is an asset -Leadership qualities with the ability to motivate and develop a team. -Minimum 3-5 years of experience in customer service, with at least 1-2 years in a leadership role. -Ability to manage multiple priorities in a fast-paced, deadline-driven environment. -Excellent interpersonal, communication, and conflict resolution skills. -Proficiency in ERP/CRM systems and MS Office. -Detail-oriented with strong problem-solving and analytical skills.

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Benefits

-Competitive salary -Life Assurance plan (x3) -Discounts and cashback across many high-street and online retailers (Supermarkets, Entertainment, Fashion, Days Out, Technology, Home and Travel) -Employee Assistance Programme (Welfare and Wellbeing) -33 days holiday (including statutory Public Holidays) -Company pension plan -A blend of training to help your career development

About Avk Uk Ltd

-As a trusted provider of infrastructure solutions, the company delivers innovative water and wastewater systems. -Serves industries such as utilities, water management, and infrastructure with high-quality engineering solutions. -Typical projects include the design, installation, and maintenance of valve and hydrant systems across various infrastructure sectors. -Works closely with local authorities and contractors to deliver sustainable and reliable water and wastewater systems. -Has a strong portfolio of commercial and municipal projects, known for long-lasting and efficient solutions. -Is part of a global network, leveraging international expertise while maintaining a strong local focus.

Sector Specialisms