Customer Service Team Leader

Industry: Building Materials Distribution

Location: Belfast (Boucher Road)

Job Type: Permanent

Working Model: Fully office-based, Monday to Friday

Reporting to: Commercial Operations Lead

Package: £35,000 – £37,000 basic salary (DOE)

The Client

Our client is a well-established distributor of building materials, supplying roofing, flooring and building merchant customers across Ireland and Northern Ireland. The Belfast site is a key part of the business, and this role is being created to bring a stronger layer of leadership to an already capable Customer Service team.

The Role

As Customer Service Team Leader, you will lead a team of three, acting as first point of contact for the team while also providing support to customers, suppliers, transport carriers and internal teams. You will ensure that purchase orders, quotations, queries, invoicing and deliveries are processed accurately and in a timely manner across the roofing, flooring and merchant product areas.

Alongside customer service leadership, the role carries some financial administration, including bank reconciliations and lodgements.

You will report to the Commercial Operations Lead.

Key Responsibilities

•     Act as first point of contact for the Customer Service team

•     Lead, manage and support the Customer Service team to ensure a consistently high level of customer service

•     Oversee and participate in the processing of incoming purchase orders, quotation requests, customer queries and sales enquiries by phone and email

•     Allocate and prioritise customer orders, quotations and enquiries across the team to ensure work is completed efficiently and within agreed timescales

•     Monitor the processing of sales invoices and ensure accuracy and compliance with company procedures

•     Liaise with warehouse and transport carriers regarding delivery schedules and resolve any delivery issues or delays, keeping customers informed

•     Act as first point of escalation for complex customer queries, complaints, order issues and urgent requirements

•     Support the team in dealing with customers at the trade counter and ensure a professional and efficient service

•     Provide day-to-day support and guidance to Customer Service Agents, including coaching and problem-solving

•     Support the training and onboarding of new members of the Customer Service team

•     Monitor team workloads, performance and service levels, identifying areas where additional support or training may be required

•     Work closely with management, the external sales team, warehouse and transport departments to ensure customer requirements are met

•     Identify opportunities to improve customer service processes, reduce errors and improve efficiency

•     Ensure scanning, filing and administrative duties relating to completed sales orders are completed accurately and on time

•     Take incoming calls and ensure they are handled or directed appropriately

•     Complete bank reconciliations and process lodgements

•     Provide regular feedback to management on customer service performance, issues and opportunities for improvement

The Ideal Candidate

You will likely have:

•     Proven experience leading or supervising a small team, with a natural ability to bring structure and direction

•     Strong proficiency in SAP

•     Comfort operating in a high-volume, high-SKU-diversity environment

•     Confidence managing stakeholders across the business, including senior leaders and Directors

•     A sharp eye for detail and a genuine interest in identifying and implementing process improvements

•     A preference for structure and process, and the confidence to implement change rather than just maintain the status quo

•     Excellent written and verbal communication skills

•     Excellent organisational and administrative skills

•     The ability to prioritise workloads and meet deadlines

•     Good judgement in deciding when issues should be escalated

•     Comfort with bank reconciliations and basic financial administration

Package

• Basic Salary £35000 - £37000
• Pension
• 21 days Annual Leave
• 10 days Statutory Leave



This role is being managed exclusively by Tactical Talent Recruitment, Ireland's only specialist recruiter to the Hardware and Building Materials industry.

To apply or to have a confidential conversation about the role, contact:

Iseult McLaughlin

Tactical Talent Recruitment

01 907 9192 | imclaughlin@tacticaltalent.ie

www.tacticaltalent.ie

Tactical Talent Recruitment | Ireland's specialist recruiter to the Hardware and Building Materials industry