Customer Support Manager

3 weeks ago

Lewes, United Kingdom First Recruitment Services Limited Full time

We are delighted to be working in partnership with our large, established and highly reputable technical client as they seek to recruit a Senior Customer Support Manager to join them due to strong business growth levels.

This is an excellent opportunity to join a superb business who continue to grow and thrive within their specialist / technical sectors.

Full time permanent office based role - Monday - Friday office hours

Lewes area

Customer Support Manager

Salary £45-£50k depending on experience plus great company benefits

**Due to rural workplace location it is essential to be a driver and have your own transport**

**Main Purpose of the role**

My client is looking for an exceptional Customer Support Manager to take over management of their administrative and technical support teams and put in place processes to ensure the efficient and timely processing of purchase orders, service requests, etc.The Customer Support Manager will be responsible for managing fulfilment of customer orders in a way that ensures customer satisfaction, reduces customer delays, and drives revenue growth.

**General role and responsibilities**

The Customer Support Manager will be responsible for creating a positive experience for new and existing customers, managing the Admin and Field Service teams to ensure this - Key tasks include:
Directly provide quality customer support, including interacting with customers, answering customer enquiries, and effectively handling customer complaints.

Develop strategies to promote team member adherence to company regulations, safety, and performance goals.

Troubleshoot problems, identify solutions, and provide guidance to staff on best practices.

Act as the customer voice internally, passing along feedback to product development, engineering, and sales and marketing teams.

The Customer Support Manager will be part of the Leadership - additional key tasks include:
Assist management with hiring processes and new team member induction and training.

Generate and share comprehensive reports about team performance, department objectives, and deadlines.

Ensure working spaces meet and exceed company presentation standards.

Develop and deliver an annual budget in support of the overall strategy and objectives set by senior management.

The Customer Support Manager will also manage the Admin team and will be responsible for the day-to-day management of a small team, processing, and management of orders to ensure on time production and delivery to customer - key tasks include:
Manage the Sales order process from receipt of order through to delivery and installation, in preparation for invoicing.

Oversee communication with sales channels around stock availability, lead times, product updates, etc.

Preparation, validation and uploading of price lists and discount levels to SAP B1.

The Customer Support Manager will also manage the field service team, working closely with the service engineers, distributors, and manufacturers to ensure customers are satisfied with the product - key tasks include:
Day to day management of the Service team to ensure that customer expectations are met.

Support the in-house service team and global partners (agents/distributors, and end-users) to ensure the global organisation provides a top-class service response.

In addition to the managerial responsibilities, it is essential that the Customer Support Manager has a good understanding of the duties of a service engineer and the technical issues involved.

The Admin and Field Service departments are a key internal source of business intelligence, and the Customer Support Manager will be responsible for ensuring all relevant data is entered into SAP B1 in accordance with requirements. The Customer Support Managerwill initially be tasked with implementing improvements in customer-facing processes - key tasks include:
Take ownership of processes in Sales & Service, ensure they are complete and update as necessary.

Ensure appropriate processes for approvals are in place and followed correctly. Work with SAP vendor to update processes when necessary.

Develop an understanding of the current company culture, and work with the MD (Managing Director) and Commercial Director to translate strategic initiatives into a change adoption plan.

Prepare a strategic plan for the global Service network, establishing performance measures, recruitment / divestment strategies and process improvement plans.

Ensure that the company is competitive in all key markets by formally appointing suitable local Service Representatives and visiting regularly to check they remain in compliance with agreements.

**Required Experience and Skills**

Supervisory/ management experience in an operational role with a demonstratable history of solid results.

Practical experience with ERP/MRP software.

A customer-centric mindset.

Ability to cope with rapidly changing demands on time and prioritise jobs according to urgency.

Excellent communication skills, the ability to challenge and question while maintaining positive relationships.

Experience working with overseas partners

This is a key role within a superb business who offer an excellent all round career opportunity

First Recruitment Services is acting as an employment agency on behalf of this vacancy

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