Job Title: Customer Service Process Lead
Location: Whitley, Coventry (Hybrid 2-3 days in the office)
Rate: £34.81ph via an Umbrella Company (Inside IR35) or £26.42ph PAYE
Employment Type: Contract (35 Weeks)
Hours: Standard 40 Hours Per Week
Reference: J39872
Job Description:
The Programme has been given approval to develop a new, purpose-built warehouse campus near in Tamworth. This will give the Global Parts Supply Chain the physical capacity to support the long-term profitable growth of the Parts & Accessories business and deliver significant cost reductions over time.
The new facility will fully transform our client's Global Aftermarket Supply Chain Operations through a journey that will future proof our Business and IT, supporting the future growth and delivering customer satisfaction. We are now looking for a Customer Service Lead who holds subject matter expertise in Customer Service Processes, with a broader appreciation of project management principles to join our team.
The candidate will focus predominantly on the SAP ECC (ERP Central Component) system & RPOS (Retailers Parts Ordering System) portal, responsible for implementing and deploying the new customer services processes that will support and integrate with our client's operations.
The role focuses heavily on embedding and transitioning of the new solution and to our client and 3PLs Business Teams.
Skills Required:
- Customer Service knowledge in Automotive Industry.
- Supply Chain knowledge in Aftermarket Automotive Industry.
- Candidate should have strong analytical skills to execute root cause analysis on complex data.
- Identify how one issue can impact on another and put in place the required interventions through support or from own knowledge base.
- Candidate should be able to effectively present this complex data and issues to a varied audience, including Senior Stakeholders.
- Act as translator between IT & Business as required.
Experience Required:
- Must be able to manage own priorities, work independently and take initiative, whilst maintaining transparency while following escalation processes and taking direction where required.
- A strong working knowledge of a Customer Services Operation and key areas within the supply chain & logistics business.
- Adaptable to a rapidly evolving and fast-paced environment whilst displaying positivity, agility and resilience.
- Well organised and process orientated with great attention to detail.
- Strong communication and influencing skills.
- Ability to hold self and others accountable.
- Consistently demonstrates Customer First Principles.
- Confident communicator and an outgoing nature.
- Strong working knowledge of Automotive Aftermarket Customer Service processes.
- Knowledge of our client's wider aftermarket parts business and functions.
- Confident communicator and an outgoing nature.
- Knowledge of SAP (ECC).
Experience Preferred:
- Previous experience of system implementations and roll out.
- Previous experience of Retailers and Customer Migration into a new external portal.
- Strong presenting and training skills.
- Experience of supervising / managing others.
- Strong IT Desktop skills including Microsoft Project, Excel, Word, PowerPoint plus collaborative tools (Microsoft Office, WRIKE, JIRA, Confluence).
- Experience of working in a Project based team.
Additional Information:
This role is INSIDE IR35
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Our Clients are unable to provide sponsorship for Tier 2 General Visas; therefore, only candidates eligible to work in the UK need apply!
Caresoft Global Limited operates as an Employment Business and Employment Agency.
We are an independent highly-experienced recruitment consultancy dedicated to specialist markets within the Automotive, Aerospace, Agricultural & Construction Industries.
No terminology within this advert is intended to unlawfully discriminate on the grounds of age, sex, race or disability and we welcome all applications.