Customer Service Lead

Gooch & Housego

1d•Onsite

About The Position

The Customer Service Lead is responsible for customer orders from receipt through fulfilment, ensuring accurate processing, effective management of customer expectations and prompt, professional resolution of issues. The role supports customers across international markets, handling enquiries, delivery requests, complex service cases and after-sales activities. The position serves as a customer advocate within the business and works closely with Sales, Operations, Production, Planning, Product Management and other stakeholders to meet customer requirements and improve the customer experience. It is based at G&H’s Torquay site in the Customer Services department and reports to the Customer Service Manager.

Requirements

Proven experience in a customer service, customer operations or order management role.
Experience in a manufacturing, engineering, industrial or technical environment.
Confidence supporting customers in a global or international business environment.
Experience handling customer complaints, escalations and complex service-related issues.
Strong organisational skills and the ability to manage multiple priorities in a fast-paced environment.
A proactive, solutions-focused approach to problem solving.
Ability to work effectively under pressure while maintaining excellent attention to detail.
Experience working across cross-functional or matrix organisations.
Strong communication and relationship-building skills.
Good working knowledge of Microsoft Office applications.

Nice To Haves

Experience using ERP and CRM systems such as Syspro and Salesforce.

Responsibilities

Manage the order-processing lifecycle, including order entry, scheduling, acknowledgements and updates.
Manage customer communications concerning order acceptance, delivery schedules and after-sales support.
Handle enquiries, complaints and complex service issues, ensuring timely and effective resolution.
Advocate for customers within the business and help ensure their requirements are understood and met.
Build working relationships with Sales Managers, Product Line Managers, Planning, Manufacturing and other internal stakeholders.
Identify and address issues that could affect delivery performance or customer satisfaction.
Coordinate and process Return Merchandise Authorisations (RMAs).
Provide customers with accurate, clear and timely information throughout their customer journey.
Support compliance with customer-specific requirements and contractual commitments.
Use Salesforce and Syspro to maintain accurate records and manage customer activities.
Support colleagues across other customer service value streams as required.
Participate in customer meetings where appropriate.
Champion excellent customer service standards across the Torquay site.