Customer Support Manager
High Wycombe
£38,000 - £40,000 per annum
Our client is seeking a proactive and experienced Customer Support Manager to lead their Internal Sales and Customer Service team. This role is crucial in ensuring an excellent customer experience from initial enquiry to post-sale support. The successful candidate will manage day-to-day operations, drive team performance, and implement strategies that enhance customer satisfaction and sales efficiency.
Responsibilities & Accountabilities
1. Lead and manage the Internal Sales and Customer Service Team
2. Oversee order processing, quotation preparation, and customer account management
3. Ensure timely and effective handling of customer enquiries, complaints, and technical support needs
4. Develop and implement existing customer service policies, procedures, and best practices
5. Monitor KPIs and team performance, providing coaching and support where needed
6. Collaborate with the external sales team, logistics, and operations to ensure seamless order fulfilment and resolve delivery issues
7. Identify areas for process improvement and lead initiatives to enhance the customer journey
8. Train and develop team members, fostering a customer-centric and sales-driven culture
9. Use CRM and ERP systems to manage workflows and reporting
10. Prepare and present the Sales ...