Customer Sales Support Team Leader

**Title**:Customer Sales Support Team Leader**
**Location**: Suttons Business Park, Reading, RG6 1AZ
**Hours of work**: Monday - Thursday 08.30am - 17.30pm, Friday 8.30am - 4.30pm.
**No. of Reports**: up to 6
**Reporting to**: Manrose Sales Director
**Package**: Competitive salary dependent on experience, company pension, 25 days holiday plus bank holidays, Employee Assistance Programme, Discount platform.

Our purpose is to **provide healthy indoor air, sustainably**. We aim for our products to enhance customers' experience ofventilation by reducing energy consumption, improving indoor air quality and driving innovation.

**Manrose Ventilation, **part of Volution Ventilation UK**,* trades with all major **UK electrical wholesalers.* Manrose manufacture a full range of domestic extractor fans, ducting and ventilation accessories. We also cover electric heating with panel heaters and hand driers in keeping with the heating and ventilation market.

**Job profile**:
Joining the Manrose Customer Service team, you will be responsible for leading a small team of Customer Sales Support Assistants in their daily duties to deliver customer service excellence, and processing of customer orders on our internal ERP system (Epicor). You will manage any issues and complaints with ease, to ensure we continue to deliver customer satisfaction in every interaction.

You will work closely with the Manrose Sales Director and the Sales Teams to understand the monthly and quarterly business targets, and be motivated about developing performance to achieve individual, team, departmental and business targets, including sales promotions.

You’ll be accustomed to overcoming challenges with a positive approach, be passionate for all thing’s customer service, and have experience of working within a a complex, multi-cultural, multi-location organization.

**As a Customer Sales Support Team Leader, your responsibilities will include**:

- Be the primary point of contact for the team and the wider customer service function
- Expected activities, sales support (60%), communications (30%), reporting 10%
- Lead and support the team in a timely and efficient manner to positively impact the day to day running of the business.
- Manage and monitor daily Order Book and liaise with Planning and Operations to provide accurate delivery and lead times information to our customer base.
- To gain and have good understanding of the product range and services offered and facilitate regular product training to the team.
- Understand root causes of any complaints and feed back to relevant team/ department to enhance our pre
- and post-sales experience.
- Support team by recruiting and training employees in accordance with company values and behaviour's.
- Provide effective feedback and coaching to encourage the team to take ownership of tasks and deliver a satisfactory conclusion with customers.
- Support with well-being and employee satisfaction.
- Carry out Appraisals and 1-2-1s, setting SMART objectives to monitor KPI progress, and ensure the team receive the relevant support to work effectively.
- Undertake all necessary HR related activities for the sub team e.g., performance coaching and management, holidays, sickness, return to work interviews, appraisals, probation reviews, disciplinary and recruitment.
- Innovate and streamline ways of working.

**To be successful in this role you will have**:

- 1-3 years of proven leadership/ supervisory experience and management of a small support team in a similar role i.e., call centre, customer service.
- Willingness to learn the sales process and share with internal sales support team to make a positive impact on sales.
- Ability to work independently and work closely with the Manrose Sales Director as required.
- Comfortable working in a fast-paced environment, with the ability to prioritise individual and team workloads to meet KPIs.
- Proficient with Microsoft Office, particularly Excel, Word and Outlook.
- Outstanding communication skills, written and verbal.
- To have an understanding of ERP systems, i.e. EPICOR / Phocas would be advantageous but not essential
- Confident building long term relationships with internal and external parties.
- Adaptable and flexible to needs of the business, ability to work under pressure with resilience and determination.
- Continuous improvement mindset, with ability and willingness to seek and instil new ways of working to benefit the team and the business.
- Self-motivated and ambitious with a positive attitude
- Technically confident to be able to undertake and impart necessary product training to the team.

**What we can offer you**:

- Competitive salary depending on experience
- Annual leave - 25 days and bank holiday
- Pension - auto-enrolment into Company Scheme
- Discount platform for supermarkets and retailers
- Employee Assistance Programme for financial, legal, well-being support
- Training and development
- Company social events

**Equal opportunitie