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Customer Service Team Leader

3 months ago

Swanley, United Kingdom Trimline Group Full time

**Internal Sales / Customer Service Manager**

**Location**:Swanley

**Duration**:Full time, permanent

**About Us**:
A third-generation family business, we specify and supply tiling systems on residential and commercial projects across the UK, bringing a huge breadth of knowledge that spans thousands of products. Our cost-effective and trusted solutions are relied upon by some of the world’s most ambitious contractors.

Our unique offering, which combines multiple products and solutions into one complete package, means we bring endless benefits to architects, interior designers, and developers.

We are determined to become trusted and knowledgeable partners to our client's businesses and are committed to meeting our customers’ needs today, tomorrow and in the evolving marketplace of the future.

**Overall Function**
To ensure the Customer Service and Internal Sales Team meet their KPIs proving that the team is providing a service level above and beyond what our clients would expect.

**Overall Responsibilities**:

- Ensure that Quotes and orders are processed in the correct way.
- Motivate the team, to provide an A1 service to each customer, going the extra mile.
- Manage communication with the warehouse team, to increase our OTIF score.
- Coach team members based upon their error rare and phone call ratings.
- Ensure customers outstanding orders are actioned promptly.
- Organise product training for the CS Team, utilising our technical resource.
- Ensure the Internal Sales Team proactively follow up new enquiries coming in.
- Ensure the Internal Sales Team are proactively booking up appointments for Sales Reps
- Ensure the Internal Sales Team are proactively following up quotations.

**KPIs**:

- Rate 80 Phone Calls within the CS Team
- Outstanding orders to below 1% of orders taken.
- Error Rate CS Team Under 0.5%
- Average Phone Answer Time 7 seconds
- Net Promoter Score of 60 per month
- 300 Enquiries Logged within the CS Team
- Each CS Person Achieve 480 mins per month in product training.
- Internal Sales Booked 25 appointments per External Sales Rep
- Internal Sales completed 100 proactive calls per month.

**What can Trimline offer you?**
- A great salary
- KPI Bonuses
- Career Progression
- Flexible working
- Hybrid working
- Free Lunches

**Job Types**: Full-time, Permanent

**Salary**: £30,000.00-£36,000.00 per year

Supplemental pay types:

- Performance bonus

Ability to commute/relocate:

- Swanley: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Retail sales (preferred)
- Customer Service (preferred)

Work Location: In person