Wholesale Customer Service Team Leader

Aqualung Group is looking for its new **Wholesale Customer Service Team Leader**

As Wholesale Customer Services Team Leader, you will have direct responsibility for the development and delivery of your team and specific area, as well as oversee the management of strategic Pan EU or Key accounts.

You will deputize for the B2B Team Lead and act as a strong coach and mentor in driving your Team to success. You will do this through having a growth mindset and setting both individual and team performance expectations and goals which maintain a focus on customer satisfaction, identification of customer needs and the implementation of dynamic solutions for your territory.

This role will lead a team that provides a first-class service and order management to our customers and Key accounts.

**Keu duties and responsibilities**
- Daily monitoring and analysis of the orderbook, coverage and fulfilment of orders in line with requested delivery dates, customer’s shipping and fulfilment requirements in relation to region revenue targets.
- Ensure all customers’ queries are timely and professionally managed and that suitable measures are in place to protect the customer from undue failures of Quality, Cost or Delivery performance.
- Manage all daily activities and be the key point of escalation for enquiries from customers, other departments.
- Ensure close and efficient liaison with other departments to ensure full conformity to customer requirements and efficient handling of order to cash; specifically, with the credit department to ensure that disputes are resolved in a timely fashion.
- You will also work with the Supply and Demand department to ensure full
- and in-time coverage of orders.
- You will work closely with the Warehouse, Distribution and Sales team to ensure that VAS is carried out correctly and that SLAs are respected. You will ensure relevant information, issues and process changes are promptly dealt with.
- Highlight any order management / order to cash issues and propose viable solutions to enhance efficiency of the CS department
- Monitor and maintain the ship-to customers’ master file and continue regular audit data governance: prices, discounts, requested ship date, returns and disputes
- Monitor and track seasonal order entry vs targets and ensure prompt, timely and accurate input of customers’ orders within given deadlines
- Monitor and track daily order release for area of competence, monitor and track return of goods
- Regularly report to Team Lead workload status, and any issue that may result in a loss of revenue
- Identifies customer issues, building and implementing solutions to include process improvements
- Identifies and eliminates barriers to accuracy, productivity, and quality
- Ensure timely handling of customers’ complaints, queries and requests for information in a sensitive, timely and professional manner.
- Support on ongoing and new projects within the business.
- Support Customers with escalations and provide appropriate resolutions.
- Consistently support the B2B Customer Service Lead EMEA in setting, implementing and maintaining excellent levels of customer service
- Provide cover as necessary for other staff members (i.e., holidays, sickness, etc.)
- Supports and assist the wider Customer Service team when required
- Meet Wholesale customers’ face to face and work together with Sales Teams and customers on operational challenges and optimization

**Qualifications**
- Bachelor’s degree or equivalent experience
- Previous experience working with metrics and reporting in a B2B environment
- A good communicator, able to understand other cultures, and to communicate at all levels of business clearly and accurately. Fluency in English and applicable territory language is a must - any additional language would be beneficial
- Ability to implement action plans to resolve performance barriers
- Ability to work in an ambiguous, fast paced environment with a positive can-do attitude
- Self-motivated and able to multi-task. Tenacious and thorough in delivering solutions to problems
- Works towards targets and KPI driven
- High standard of IT literacy, high proficiency in excel - ability to use CRM systems - Salesforce - in addition to Microsoft Office packages (Word, Excel, etc.)
- A good understanding of warehouse operations, distribution and logistics
- Display a positive work ethic, strong interpersonal skills, adherence to company policies and a commitment to excellent customer service
- Solutions focused; someone who can identify, problem solve and find resolutions in complex scenarios
- A logical thinker, planner with a forward view to identifying business efficienciesAqualung Group is one of the world’s largest scuba diving, and water sports equipment companies connecting people to the oceans and water sport activities throughout the experiences that are meaningful, unique and unforgettable.

Aqualung Group pioneered the creation of modern diving equipment in 19