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Customer and Order Management Team Leader

3 weeks ago

Reading, United Kingdom Computacenter Full time

**Customer and Order Management Team Leader**

**Location**: Reading - hybrid-working

**Hours**: 37.5 hours per week, Monday to Friday

**Role Type**: Permanent

**Team overview**

Our Customer and Sales Order Management team play a crucial part in our business as we provide presales support and process all orders placed through our Sales/Account Management functions for both our national and global clients.

We’re looking to recruit a Team Leader to join our fun and friendly team that will provide this effective and efficient administrative and presales support to our customers.

**What you’ll be doing**

We are hiring a Customer and Order Management Team leader situated within our Technology Sourcing business.

If you are passionate about providing excellent customer service, commercially focussed, alongside developing the skills sets of your team then this could be the role for you.

The role will sit within our Customer & Sales Order Management Team in Hatfield.

The Team Leader will be responsible for delivering a great Customer experience from pre-sales (quoting stage) all the way through to delivery and where necessary overseeing any issues with invoicing.

A key part of the role is to manage and develop stakeholder relationships (both internally and with our customers) whilst also supporting and developing team members. Proactive management and the ability to highlight areas of improvement are key to delivering the excellent customer experience we expect.

On a day to day basis this looks like:
Customer Satisfaction
- Will be accountable for the experience customers receive from pre-sales and delivery teams.
- Will partner closely with various experts across and outside Group Technology Sourcing
- Resolves customer and internal escalations in a timely manner to avoid disruption and minimise business impact
- Participates in customer steering committees and drives improvements
- Analyses management reports to allocate work and report on trends
- Demonstrates cost-conscious action in all relevant areas such as personnel costs, travel costs and training costs

People Management
- Actively participates in the recruitment of new employees
- Organises work and measures team performance
- Ensures that staff have had all the information/training related to the processes/actions to be deployed and implemented
- Identifies training needs in the team and support in the search for suitable development measures
- Prepares, implements and follows-up regular team meetings

Process management
- Ensures the use of Group and customer tools and processes based on management objectives and customer requirements
- Ensures the implementation of process changes requested by management and customer
- Ensures compliance with and monitoring of existing processes at the best possible cost/benefit conditions.

Adherence to Policy
- Ensure all team members adhere to the QHSE rules, procedures, instructions and operating procedures
- Participates in the investigation of any incident or accident and proposes corrective actions
- Actively Monitors performance indicators and takes actions to ensure live performance of the end-to-end customer experience is met
- Act in accordance with Computacenter Information Security Policies and report any potential or actual Security events or other Security risks to the organisation.

**What you’ll bring**
- Previous people management experience in a technology business focussed within an administration environment
- Good time management as well as independent, solution-oriented work and good self-organisation
- Demonstrates a detailed knowledge of and understands the direction of change in the marketplace, industry, consumer preferences and relevant stakeholders
- Determines a detailed knowledge of and understands the direction of change in the marketplace, industry, consumer preference and relevant stakeholders
- Ability to build and maintain cross functional relationships that support the accomplishment of business goals
- Ability to influence decision makers through compelling arguments
- Coaches team members to recognize and use each other’s strengths to achieve team goals
- Encourages the following of standard processes and makes significant effort to improve processes
- Identifies decision makers and leverages relationships to improve service/sales
- An understanding of software procurement an advantage
- Experience of relevant business systems e.g. SAP, Salesforce, MS Office, Intranet, Internet, E-Business Tools
- Have excellent time management skills, work towards providing solution orientated work and is organised.

**Why should you join the Customer and Order Management team at Computacenter?**

This is a fantastic opportunity for you to join a thriving team giving you the ability to contribute to the processes and success of this team.

You will also be able to develop your career with us. Computacenter invest heavily in our people, ensuring you are constantly evolving.

We