Export & Customer Services Team Leader

Posted 17 June 2024
Salary Negotiable
Job type Permanent
DisciplinePermanent Recruitment
Contact NameAngela Henderson

Job description

Export & Customer Services Team Leader
Competitive salary and extensive benefits package
Permanent role - Hybrid role
Location - Perth, Scotland

Our client, a successful Global Engineering Manufacturing business are seeking to appoint an experienced Export & Customer Service Team Leader to oversee a team of Customer Service/Export Co-ordinators to ensure the delivery of an excellent customer service experience and an efficient customs compliance of export operations is achieved for their worldwide sales and distribution division.

* 5 years+ experience in relevant position.
* Excellent communication skills, both written and oral.
* Demonstrate strong commercial understanding in decision making.
* Focus on continuous improvement.
* Experience in customs and compliance.
* IT knowledge including Microsoft Office and ERP systems.

Degree in a relevant qualification (Sales, Customer Services, Business etc.) OR equivalent business experience.

Customer Service
* Manage day to day customer and export operations via direct contact with the appropriate personnel. Provide functional cover for customer and export operations as required. Manage the customer complaint system, day to day operational role including delegating responsibility and taking corrective action where applicable.

* Appoint forwarders contracts. Arrange export certification and commissions. Dealing with customs and customs procedures globally.

Pricing support
* Facilitate pricing enquiries within defined parameters and escalate to appropriate Line Manager. Maintain pricing records on the ERP system.

Global Customer/Account Management
* Prepare contracts with locally managed customers using knowledge of customs, terms etc.

Team Leading

* Recruit, motivate, develop, and appraise performance of all team members, to ensure their individual potential and contribution to the business are optimized to mutual benefit. Create a team environment by allowing individual and group contribution to decision making goal setting and company objectives.
* Provide strong leadership both internally and externally to ensure colleagues and customers have confidence in the customer export team.
* Manage the provision of training for internal staff to ensure the highest quality and skill level to enhance the customer service provision and maintain customs compliance.

Manage Cross-Functional Communications
* Ensure effective communication links are established with the global/country Managers, Sales personnel, and Agents, providing support as required. Create and manage effective two-way communication between the customer service function and all other internal departments.

Company Management
* As a leader within the company, contribute to an effective company management through working and acting in the best interests of the company and its people world-wide to meet or exceed business objectives. Manage and maintain all relevant ISO procedures.

Trade Compliance
* First point for issues relating to the company's Trade Compliance Policy and Customs and Export Control Procedures.

Trade Finance
* Apply experience of trade finance instruments such as: - export, letter of credits, export finance credit terms for customers (including cross-border payment terms), guarantees and advance payments.

Our role in supporting diversity and inclusion
As an international workforce business, we are committed to sourcing personnel that reflects the diversity and values of our client base but also that of Orion Group. We welcome the wide range of experiences and viewpoints that potential workers bring to our business and our clients, including those based on nationality, gender, culture, educational and professional backgrounds, race, ethnicity, sexual orientation, gender identity and expression, disability, and age differences, job classification and religion. In our inclusive workplace, regardless of your employment status as staff or contract, everyone is assured the right of equitable, fair and respectful treatment.