Role: Sales and Customer Support Manager Primary Location: Office-based in Maidenhead Pay Rate: 50k Duration: 12 Months MAIN PURPOSE OF JOB Responsible for ensuring efficient sales operations, compliance with internal and external standards and seamless customer interactions. Key business support for our commercial organisation, customers (NHS and Distributors), driving excellence in service delivery, operational efficiency and compliance. ACCOUNTABILITIES Customer Support & Sales Operations * Manage customer queries and service requests, ensuring timely and effective resolution * Coordinate training, procedures and activities support successful ISO audits * Manage new customer set up and system updates, quote generation, pricing and promotion set up and management on SAP and NHS Supply Chain * Manage new product set up and changes to product master data on SAP. Ensure proactive and timely communication of updates to product range and details to the sales team * Manage extended warrantee agreement process, record keeping and coordinate with sales team to ensure customers are engaged in a timely manner to renew extended warrantees ahead expiry date * Manage supply chain and logistics related matters impacting the sales organization including product availability, order status, quality holds and/or notices, and other matters raised with / by Galway customer services and supply team * Coordinate sales team effectiveness in using Salesforce CRM for reporting customer touchpoints, opportunities and actions. * Manage queries from sales team related to Salesforce, SAP, and supply chain matters timeously. * Manage weekly and monthly salesforce effectiveness and performance trackers * Coordinate sales team offboarding and new sales team starter onboarding, training, equipment and access as required * Manage Salesforce updates including leads from events and ensure follow up in a timely manner * Coordinate sales team support material accessibility, warehousing, distribution, withdrawal and destruction in line with policy Distributor compliance management * Manage and ensure accurate record keeping of distributor onboarding (and offboarding) responsibilities including CDA, 3PP, Quality records, Training and Distributor Contracts Asset & System Management * Manage asset booking in/out via SAP and coordinate returns to LM and/or Maidenhead as required * Monitor and update asset records weekly in Salesforce (SFDC) REQUIREMENTS & BACKGROUND * Previous experience in business support role is essential * A proven track record of developing and implementing procedures within commercial operations * Experience in call monitoring system and strong knowledge of telephony KPI’s * SAP proficiency essential * Salesforce CRM proficiency essential * Microsoft Office (Excel, Powerpoint, Word) proficiency essential