Regional Customer Care Team Lead

4 weeks ago


Irvine, North Ayrshire, United Kingdom CSA Group Full time

Job Summary:

The Commercial Manager (CM) role at CSA Group is a leadership position that oversees a regional customer care team. The CM provides guidance and accountability to achieve set commercial targets through existing account maintenance, ensuring the administrative and logistical execution of the customer service process is done effectively and efficiently to exceed customer expectations and maximize the profitable sale of CSA Group products and services.

Responsibilities:

  • Provides leadership and direction to the regional Customer Care Specialists (CCSs) on an ongoing basis.
  • Motivates and promotes cross-selling and superior customer service.
  • Regularly acts as a decision-maker to effectively dispose of customer issues and complaints.
  • Hires, trains, and develops regional CCSs to ensure Commercial objectives/targets are met.
  • Enables strong communication, regular product knowledge, and corporate goals and vision.
  • Contributes to strategic direction through the development of an understanding of our customers' business environment.
  • Executes promotional/Notices/IFR Findings campaigns.
  • Participates in and leads special projects as required, and makes recommendations to improve processes and follows up to ensure the goals are met.

Requirements:

  • Bachelor's Degree and 6 or more years of Sales experience or equivalent industry experience.
  • Prior management experience is preferred.
  • Proven ability to lead teams to achieving targets.

Skills:

  • Organized and independent.
  • Proven ability of confidentiality in previous positions.
  • Strong initiative and ability to develop new customer contacts.
  • Strong organization and time management skills.
  • Computer proficiency in Word, Excel, PowerPoint, and CRM database applications.


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