Customer Success Manager
1 month ago
CUSTOMER SUCCESS MANAGER
Sunbury on Thames
Salary £40,000 to £45,000 DOE
About the Role
The Customer Service Manager, oversees a matrix structure of 3 customer service executives, each supporting a geographic sales team. The role is responsible for ensuring all received orders are processed and released to warehouses, on time and with the highestaccuracy and fulfilment.
Main duties:
Order Capture/Fulfilment
- Management of Allocation Process, including ownership of systems and processes.
- Ad hoc allocations in-order to ensure maximum fulfilment.
- Ensure the team are supporting end consumer issues and queries relating to direct sales
People Management
- Manage a team of 3 customer service executives, each responsible for a geographic region
- Utilizing internal stakeholders and external learning resources, ensure the team are trained and operating to the highest standard.
- Ensure there is a network of effective communication between Sales and Customer service to ensure orders are received with high accuracy and processed efficiently
Customer Relationship Management
- Ensure all operational customer data is captured, stored and utilised to avoid additional delays or costs.
- Attend customer meetings as required to drive behavioural change and ensure objectives are delivered
- Ensure the customer service team are delivering effective support (speculative enquiries, onboarding, quotations, backorder reports, cross selling etc), to our trade customers
- Drive change in the business through utilising systems and process to deliver an seamless level of service to our trade customers.
- Represent the sales teams internally and report to the board weekly on status of the orderbook, along with expected sales values sent to warehouses
- Minimum of 2 years' experience in a customer service environment
- English speaking, with additional European language preferred
- Commitment to customer satisfaction
- Can do attitude with a pleasant and calm demeaner
- Ability to multitask and work in a fast-paced environment
- Strong detail orientation and written communication skills
- Excellent verbal communication skills and phone etiquette
- Possess strong work ethic and team player mentality
- Preferred experience with ERP systems
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