Customer Relations Manager, Customer Service Manager
4 weeks ago
Customer Relations Manager, Customer Service Manager: £32 - 38k basic salary. Rapidly expanding business offering fantastic career progression opportunities.
The aim of the role is to provide exceptional customer service. The Customer Relationship Manager will act as a "conduit" to key touch points within my clients business and provide long term robust solutions for customers, which enhance and deliver partnershipsfor growth.
Key Responsibilities/Accountabilities
- Provide leading edge "Proactive" & "Reactive" contact strategies that are customer defined.
- Complete on-site stock checks with your portfolio of accounts as an when required.
- Lead on "After Sales Service" queries for customers within the designated portfolio, ensuring that the monitoring of progress is paramount to agreed customer service level agreements.
- On-boarding of new contracts and "Welcome Pack" and "Introductory" review with customers.
- Provides the customer with a "One Stop Shop" desk based named contact into the business.
- Review CSI and Net Promoter feedback and deploy action plan to improve customer experience.
- Ability to view a customer 360 degrees and prioritise customers for service/sales/support.
- Proactively manage portfolio of accounts from processing orders to after sales support.
- Co-ordinate key account reporting and analyse issues up front to proactively resolve.
Key Deliverables
- To deliver first class customer services to a defined customer.
- Process customer orders / changes when required.
- To deliver an improved customer satisfaction for "New" & "Existing" customers in relation to account set up and mobilisation.
- The Customer Relationship Manager will analyse performance for service and operations against agreed customer SLA's and make recommendations and deliver long term improvements.
Essential Skills and Behaviours required for Success
- Strong influencing and negotiation skills.
- Ability to build good, sustainable relationships with Customers and Internal Contacts.
- Self-motivation and the ability to work on own initiative.
- Tenacity to deliver exceptional customer service.
- Ability to demonstrate determination in setting personal objectives and the achievement of goals.
- Well organized and methodical in approach to drive accurate solutions for our Customers.
- Proven ability to meet targets with a positive record of achievement of stretching KPIs & objectives.
- Confident with the ability to challenge poor performance and deliver marked change for customers
- Ability to multi-task and be resilient in a high pressured and fast paced environment.
Professional Experience/Preferred
- Customer service orientated
- An understanding of how a sales & customer service function align in a portfolio business.
- An understanding of the threat posed by our competitors and how to impact on this.
- Account planning & contact strategy of customers by segment and customer intelligence.
Mandeville is acting as an Employment Agency in relation to this vacancy.
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