Customer Support Manager

A lovely company based in Finchampstead are looking for a Customer Support Manager to join their team. This role can be working 3 days in the office and 2 days at home after your 6 months training/probation if you require.

The main role is to :

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• To manage customer accounts in line with contractual commitments and KPI's
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• Acting as the key interface between customers and internal support departments ensuring strong and lasting relationships are built and maintained.
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• To manage the repair order process on behalf of the customer and act as an interface between the customer and internal departments on a day-to-day operational basis. to include status reporting, quote processing , query resolution and supplier management
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• To manage the service delivery of internal support departments to ensure service delivery to the customer.
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• Development and presentation of customer Performance reports
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• Supporting the Sales and Business development team during the implementation of new customer programs
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• Continue the review of company processes and procedures and customer interactions to ensure that both internal efficiencies and customer satisfaction are maximised
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Responsibilities of the Customer Support Specialist are:-

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• Develop and maintain strong relationships with both Customers and key Suppliers, continually seek to improve working methods and communications.
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• Act as the main interface between the customer and company at an operational level.
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• Handle the day-to-day operational aspects of the Customer / Supplier interface in a professional, diligent and responsible manner.
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• Work alongside the Account Program Manager to ensure that Customer expectations and KPIs are met and, wherever possible, exceeded
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• Identify areas of poor performance or opportunities for improvement and developing solutions, which when implemented, will resolve these problems
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• Represent the company during Customer Performance Reviews and Key Supplier visits.
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• 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.
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• Manage the processing of Customer ROs, Quotes and Queries in line with Customer Defined KPIs.
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• Monitor the Repair Order status throughout the Repair Loop, maintaining systems with latest status data, delay explanations and other relevant supplier information.
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Skills and experience:

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• We are looking for candidates with excellent Customer service skills and experience.
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• Management experience but the role has no direct reports
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• Ability to respond to change quickly and effectively.
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• Customer focused with a commitment to customer satisfaction and ability to build strong working customer relationships
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• Good communicator and strong interpersonal skills.
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• Strong initiative and ability to provide creative solutions to problems.
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• Able to address immediate customer and team needs in the context of overall company strategy
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• An excellent team player which ensures KPIs are met or exceeded.
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• Strong time management and organisational skills and ability to co-ordinate workload under pressure
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• Good practical problem solving skills and the ability to make decisions when required or appropriate.
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An excellent salary is offered of £29,262 to £35,500 with great benefits.

The hours of work are 37 per week

Mon-Thursday 9am to 5:30pm (1 hour lunch) & Friday 9am to 5pm (1 hour lunch)