Client Services Team Lead for VOYA

Summary of the Position:
We are seeking a dedicated Client Services Team Lead to oversee a small team responsible for managing and processing B2B customer orders across European, USA, and B2C Web orders. As part of the order entry process, you will support and guide the team while handling our highest-value customer accounts. Your role will ensure smooth operations and continuous improvement of service standards in alignment with company policies.

Primary Responsibilities:

• Customer Order Management: Act as a resource for questions concerning customer orders, making day-to-day decisions on actions needed to address customer issues and ensure high-level satisfaction.
• Team Coordination: Work closely with the Operations Manager and team members to develop and implement policies and procedures for Sales Order Administration, ensuring adherence to company standards on timekeeping, attendance, health & safety, etc.
• Personnel Support: Assist with personnel reviews and provide ongoing support to the Sales Order team, guiding them through complex issues and decisions.
• Cross-Functional Communication: Keep Sales Order administration informed of customer-related queries, product allocations, and logistical challenges. Proactively communicate with teams such as Planning, Finance, and Purchasing to resolve issues affecting customer orders.
• KPI Management: Collaborate with the General Manager Commercial & Operations to establish and meet mutually agreed-upon KPIs. Use data analysis to track and report on customer trends, order volumes, and revenue.
• Team Support and Training: Prioritize team tasks and ensure continuous coverage, including cross-training team members to maintain high service levels during absences (holidays, sickness, etc.).
• Process Review & Continuous Improvement: Regularly review order processing workflows and procedures to identify areas for improvement. Work collaboratively with the team to implement best practices and streamline processes, ensuring that customer orders are processed efficiently and accurately. Encourage a culture of continuous improvement and innovation within the team to maintain high-quality service standards.
• Reporting & Feedback: Utilize analytical skills to prepare reports that highlight key customer metrics and provide feedback to Management on customer concerns and team performance.

Qualifications:

• Proven experience in client services B2B or sales order administration, with a focus on team collaboration.
• Strong decision-making skills and ability to resolve complex customer issues.
• Excellent communication skills, both written and verbal.
• Ability to work cross-functionally with multiple departments to ensure customer satisfaction.
• Strong organizational skills and the ability to manage competing priorities.
• Proficient in using analytical tools to generate reports and track KPIs.
• Leadership experience, with the ability to guide and support a small team.
• Familiarity with European, USA, and Web-based order processing is a plus.

Skills Required:

• Ability to Work Under Pressure: Capable of maintaining high performance and attention to detail in a fast-paced, high-pressure environment.
• Strong Decision-Making: Ability to make quick, informed decisions while balancing multiple priorities.
• Problem-Solving: Skilled in identifying issues and implementing effective solutions.
• Team Collaboration: Works well within a team, providing support and guidance to ensure smooth operations.
• Communication: Clear and effective communicator with internal teams and customers.

Why Join Us?
At VOYA, we are committed to delivering exceptional service to our valued customers. As a key member of our team, you will have the opportunity to make a significant impact on our operations and customer satisfaction while working in a collaborative and dynamic environment. If you are a proactive and results-oriented individual, we would love to hear from you.

Benefits of Working at VOYA:

At VOYA, we prioritize long-term career progression and employee well-being. As part of our team, you’ll enjoy:

• Company Events: Regular team-building activities and company events that foster a fun, inclusive culture.
• Progressive Career Path: We are committed to long-term career growth with opportunities for advancement.
• Enhanced Benefits: As you grow with us, you’ll benefit from increased annual leave, life and income protection, and more.
• Wellness Program: Access to our award-winning wellness program that supports your mental and physical health.

Join VOYA and experience a company that invests in you and your future.

To Apply:
Submit your resume and cover letter through Indeed. We look forward to reviewing your application!

Job Type: Full-time

Benefits:

• Bike to work scheme
• Employee assistance program
• Employee discount
• On-site parking
• Sick pay

Experience:

• B2B customer service/order processing : 2 years (required)

Work Location: In person

Application deadline: 18/08/2025
Reference ID: orders25
Expected start date: 25/08/2025