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Customer Technical Manager

4 months ago

Hertsmere Hertfordshire, United Kingdom Audio Visual Recruitment Ltd Full time

Our client is A well-established AV Connectivity Solutions Company. As a company, they differentiate themselves from the competition by delivering excellent service and adding real value during customer engagement. The ideal candidate is someone with in-depth industry knowledge
looking for an opportunity to join a small, growing business and who is ready to take it to the next level. This is an office-based role based in Borehamwood, Hertfordshire.
We are looking for a confident, determined individual with a passion for all things "audio-visual" to lead our team of Technical AV consultants in delivering top-notch customer service. If you are business-minded and dedicated to providing an exceptional experience for every customer, we encourage you to apply. We seek someone who is eager to tackle challenges, engaging, enthusiastic, outgoing, and eager to learn. Can you be proactive and flexible, build relationships, and truly listen to customer needs in a highly customer-facing role in a fast-paced work environment? Do you have a natural talent for technical problem-solving, team leadership, and customer service? Are you commercially astute and driven to elevate the business to the next level?
Roles and Responsibilities
• Develop and implement a commercially sound, comprehensive sales strategy to
achieve company sales and drive business growth in the UK and international
markets.
• Apply sound business acumen to Identify and pursue new business opportunities,
expand the company's client base, and forge strong relationships with customers
and staff.
• Monitor market trends and competitors, adjusting the sales strategy to capitalise
on new opportunities and address challenges.
• Manage sales pipeline, forecast sales performance, and report on sales activities
and key performance indicators to senior management.
• Negotiate and close complex sales deals, ensuring clients' needs are met while
maximising profitability and maintaining long-term relationships.
• Maximise the efficiency of the Sales and Customer Services Team by utilising data
from CRM, phone, and email software technology.
• Through KPIs, Instil a sense of time-keeping, pride, priority, accuracy, and
momentum in the sales team so they deal with customers professionally, leading
to great reviews.
• Identify the team's training needs and organise training sessions with suppliers
and training consultants. Pass on your own experience through internal sales team
training and ensure cross-fertilisation of skills within the sales team.
• Drive staff Adaptive Performance Management Process throughout the year.
• Conduct Sales team meetings regularly.
Required Skills and Abilities
• Strong understanding of the UK audiovisual market, including key players, trends, and technologies.
• Excellent communication, presentation, and negotiation skills, with the ability to engage with clients at all levels.
• Results-driven and proactive, strongly committed to continuous improvement and
customer satisfaction.
• Excellent technical knowledge and understanding of AV equipment and system
design/operation, including the latest products and technology.
• Demonstrate excellent service desk ethos, organisation, record keeping and
professional discipline. Need exceptional ability to identify the root cause and resolve complicated technical issues quickly
• Possess a flair and systematic approach to problem-solving, attention to detail, and
driven by customer satisfaction.
• Efficiency-driven, excellent time management and organisation skills and the ability to multi-task and time manage/prioritise in a fast-paced setting.
• Well-versed in influencing and listening to customers’ needs and then providing a customised solution that meets their needs. Ability to overcome barriers and objections by tailoring cutting-edge knowledge of products to customers’ needs.
• Advanced and excellent interpersonal, verbal, and written communication skills and the ability to interact professionally with a diverse group.
• We are looking for candidates who also have a positive attitude and a good sense of humour
• Ability to work independently and in a team environment.
• Highly motivated and self-reliant with the ability to learn quickly
• Motivated to improve training and skills through Manufacturer courses and taking time to self-learn using manuals and other product information.
• Excellent writing skills to support the Marketing team with written content for marketing communications across Social Media, Blog and the website content
• Computer literacy is essential. You will have mid-advanced skills in Microsoft
Word/Excel/Outlook. You will be familiar with using e-commerce systems to add,
change and edit orders
Requirements
• Ideally you will have 5 years of management and technical customer services
experience already. You may have gained this by working for an online or offline
retailer.
• You need to have an advanced understanding of the needs of our audiophile customer base and the AV products they use.
• You must have a working knowledge of how different AV equipment can be connected and how to improve the listening and visual experience.
• An understanding of AV connectivity equipment such as splitters, extenders, extenders, etc. would be valuable but not essential.
What we have to offer
• Opportunities for professional growth and career advancement.
• There are no sales targets. We don’t believe in them. We believe in ensuring the
customer gets honest advice, the right product to meet their needs, and the right price to suit their budget and on time.
• We will provide you with best-in-class training, the opportunity to grow your career to the next level, and the opportunity to gain invaluable online retailing skills.
• This is a first-class opportunity to work with a great team and to benefit from a
rewarding role.
• Working for an established and professional organisation with an original approach and a bright future
• Working in a friendly, supportive, collaborative and dynamic organisation.
• Competitive salary and A real opportunity for progression within a leading e-commerce-based retailer.
• An opportunity to feel valued and a very important role in the future of the business
for you to grow with it