Customer Service Manager

Customer Service Manager


Based: Mitcham


Mon to Fri 9am to 5pm


£45,000pa


Permanent Opportunity


Our client who are the market leaders in providing solutions to their industry, are recruiting for a Customer Service Manager.


By striving to offer first class sales support and flexible designs, which fully answer its customers' requirements, they are now recognised as one of the most influential and dynamic European manufacturers.


The role of Customer Service Manager is responsible for supervising the inside sales coordinator team, utilising their product knowledge to effectively provide quality service to our internal and external customers.


This will require generating new business contacts giving an initial overview our products & services using various social media platforms and ensuring the regular and systematic follow up of opportunities to maximise opportunities aligning to the company procedures throughout the department.


The successful candidate will work closely with our Global Customer Experience Leader and global sales team.


ESSENTIAL DUTIES & RESPONSIBILITIES:


* Ensuring customer contracts comply with operating procedures and flow down of requirements are identified throughout the business.


* Informing and educating customers about the benefits of purchasing from the compnaies product lines


* Manage Outbound focus activities to ensure metrics and objectives are met whilst leading the team to communicate our value proposition to potential prospects to generate interest


* Develop relationships with NEW & existing customers by providing support, information, and guidance


* Primary contact for customer communication regarding orders, quotes, deliveries, changes, shipping management, data entry errors, quality concerns, expedites, product return and sales follow up on product lines new and existing.


* Manage regular and systematic team Salesforce activity to ensure leads / opportunities maximise funnel / sales growth potential


* Maintain accurate reporting metrics based on customer centric focus for weekly / monthly reporting


* General admin duties for the Management team / Sales & Marketing Team's inclusive of reporting duties as needed


* Responsible for recommending and implementing systems, processes, or policy improvements to ensure continual improvement of the inside sales / customer service team whilst establishing and maintaining visibility for team questions and troubleshooting.


* Responsible for resolution of escalation calls and documenting complaints aligning to procedure


* Responsible for developing team members, coaching, and updating the training matrix


* Responsible for disseminating terms and conditions, executing special instructions, configuration changes, quality, pricing, and/or other requirements throughout the organisation in accordance with written procedures and ensure exceptions are documented.


* Contribute / participate in sales meetings where identification of new projects at an early stage are reviewed, to enable the organisation to increase sales


* Create, edit & update internal systems / spreadsheets and other business documents, and then continue to maintain them in a confidential and easily accessible format


* Manage communication to meet department metrics ensuring team utilisation of CRM


* Maintain & update CRM Opportunities & pipeline to enable targets to be met


* Assist Sales & Marketing colleagues with collation of tender documentation and campaigns


MINIMUM QUALIFICATIONS:


To perform this position successfully, an individual must be able to perform each job duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties. Preferred


Education:


* Degree in Business Studies (preferred)


* Good knowledge of Customer Support in a result driven environment Required Length & Type of Experience:


* Proven experience within sales & customer service leadership that includes generating and progressing proposals issued to secure business


* Ideally experience in a similar role in an industrial/engineering business


* CRM Exposure (preferred)



Knowledge, Skills & Abilities:


* Good understanding of legal language, contracts, terms & conditions, and quality clauses commonly uses in business environmental.


* Exemplary oral and written communication skills


* Problem solving techniques to assist others in resolving enquiries


* Capable of working independently to individual activity / sales targets


* Result orientated and proactive


* Professional and credible relationship builder both internally and externally


* Good commercial acumen with previous business-to-business sales exposure


* Good Mathematical / quantitative and analytical orientation


Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.


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To speak to a recruitment expert please contact Joan Collins