Customer Support Manager

Bracknell Personnel Services • Permanent • Wokingham, Wokingham, England, United Kingdom • £29.50k - £34k / year • 3h ago

Customer Support Manager

Managing Customer Accounts in-line with contractual commitments and ensuring Program expectations and KPIs are met or exceeded.

Acting as the key interface between Customers and Internal Support Departments ensuring strong and lasting relationships are built and maintained at all levels within both organisations.

The processing of Repair Orders from the point the Repair Order is created by the Customer to the point the Repair Order is closed by the Customer, including Tracking, Status Reporting, Quote Processing, Query Resolution and Supplier Management as agreed with the customer.

Managing the service delivery of Internal Support Departments (Tech Services, Sourcing, MIS and Finance) and ensuring Customer requirements are responded to in a timely and efficient manner.

Development and presentation of Customer Performance Reports and representation of company during Customer Program Reviews.

Supporting the Sales and Business Development Team during the implementation of new Customer Programs.

The continuous review of company processes and procedures and Customer interactions to ensure that both internal efficiencies and Customer satisfaction are maximised.

Essential Duties & Responsibilities

Develop and maintain strong relationships with both Customers and key Suppliers, continually seek to improve working methods and communications.
Act as the main interface between the Customer and Company at an operational level.
Handle the day-to-day operational aspects of the Customer / Supplier interface in a professional, diligent and responsible manner.
Work alongside the Account Program Manager to ensure that Customer expectations and KPIs are met and, wherever possible, exceeded.
Identify areas of poor performance or opportunities for improvement and developing solutions, which when implemented, will resolve these problems.

Represent Company during Customer Performance Reviews and Key Supplier visits.

Customer Performance:

Control and manage the Customer Mailbox - responding to all Customer issues and questions in a timely manner, escalating internally if required and, where necessary, proposing operational changes to meet Customer’s evolving needs.

Manage the processing of Customer ROs, Quotes and Queries in line with Customer Defined KPIs.

Monitor the Repair Order status throughout the Repair Loop, maintaining systems with latest status data, delay explanations and other relevant supplier information.

Maintain expedited Repair Orders with detailed comments and accurate ship dates to meet customer requirements.

Supplier Performance:

Enforce Customer and Company Contractual Terms with Supplier base.
Work to improve overall TAT performance and drive down aged orders.
Support the resolution to all aspects of Supplier interaction. Identifying threats to service levels, apply Supplier, Customer and internal escalation. Negotiating proposals to resolve and mitigate.
Identify opportunities for Key Supplier Performance Reviews including Score-Carding, Customer Feedback and Strategic Problem Resolution to improve service levels to the customer.
Support the Account Program Managers during start-up phase of new programs including development and implementation of new processes and procedures, the development of internal IT System requirements and the compiling and distribution of Priming Material to Supplier Base.
Support monthly and quarterly customer performance programme reviews, including presentation of TAT improvement remedies.

Team Performance:

Set and continually reinforce clear goals to Customer Account Administrators, providing training, reviewing performance, mentoring and ‘in the moment’ feedback where necessary.
Identify opportunities to delegate tasks to Customer Account Administrators for effective workload management.

Candidate Profile:

Understanding of the Company commercial position and its relationships with its Customer and Supplier base.

Experience in process analysis/Continuous Improvement/lean management desirable.

Customer Service experience essential.

Ability to respond to change quickly and effectively.

Customer focused with a commitment to customer satisfaction and ability to build strong working customer relationships

Good communicator and strong interpersonal skills.

Strong initiative and ability to provide creative solutions to problems.

Able to address immediate customer and team needs in the context of overall company strategy

An excellent team player with strong ability to motivate others and drive the team to meet or exceed KPIs.

Strong time management and organisational skills and ability to co-ordinate workload under pressure

Good practical problem solving skills and the ability to make decisions when required or appropriate.

Have an understanding of Information Security practices and be able to attain and maintain competency in those as prescribed by Company policies.

Ability to handle all personal data in confidence; with integrity and in a manner of which ensures appropriate security measures are met and adhered to, which include protection against unlawful processing or accidental loss, destruction or damage in line with GDPR compliance.

You may also be interested in these jobs

Customer Service Specialist

Parkside • Temporary • Hayes, Greater London, England, United Kingdom • £30k - £31.10k / year • 20h ago

Customer Services Immediate Start

Customer Service Specialist Hayes, Middlesex Salary £31,000 12-month fixed-term contract Full-time (40 hours per week, shifts between 08:00–19:00, Monday–Sunday) Immediate start! The Opportunity We’re looking for a proa...

20h ago

Apply

Part Time Customer Service

Adecco • Temporary • Newbury, West Berkshire, England, United Kingdom • £13.50 / hour • 3w ago

Customer Services Immediate Start

Customer Service Lead Specialist Location: Newbury Contract Type: Temporary Ongoing Hours: 17.5 hours per week, Wednesday - Friday 2 full days (7 hours each) 1 half day (3.5 hours) Flexibility on which day is the half da...

3w ago

Apply

Sales Administrator

Performance Resourcing • Permanent • Newbury, West Berkshire, England, United Kingdom • £30k / year • 3h ago

Customer Services

Sales Administrator Newbury, (West Berkshire) Up to £30,000 p/annum Our client has a vacancy for a Sales Administrator for their Franchised Dealership in the Newbury area. Previous Automotive Sales or Service Administrat...

3h ago

Apply

Customer Service Agent

Marble Talent Group Ltd • Permanent • Egham, Surrey, England, United Kingdom • £32k - £34k / year • 3h ago

Customer Services

Marble Talent are currently recruiting for a Customer Service Agent based in Egham. We are seeking a highly organised and customer-focused Customer Service Agent / Helpdesk Agent to join our busy Service Operations team....

3h ago

Apply

Sales Admin Team Leader

Michael Page • Permanent • Alton, Hampshire, England, United Kingdom • £35k - £40k / year • 20h ago

Customer Services

The Sales Admin Team Leader role involves overseeing the sales administration team to ensure smooth operations and exceptional support for the sales department. This position in the FMCG industry requires strong organisa...

20h ago

Apply

Get more jobs like this

Create a free job alert