Assistant Manager, Sales Customer Support Onsite-Cheltenham. Salary up to £ 48 k subject to skills & experience, plus a fantastic benefits package including cycle to work, EV leasing, staff discounts and company bonuses. Designing award-winning products for our market-leading brands - Mira Showers, Rada and Recoup - is our lifeblood. We focus on investment, investing in the best technology and resources available and investing in each and every individual. Put simply, it's who we are. Whether you arrive at our factories in Cheltenham or Hull, have a visit from a Service Engineer or pick up the phone to our Customer Service team, you'll instantly see that, no matter our department or location, we all share the same values at Kohler Mira. From day one you're part of the Kohler Mira community - a collaborative, forward focused team with a shared pride in our work and commitment to delight our customers, develop innovative products and services and inspire our people (who knew a bathroom manufacturing company did all this?!) But, to get to where we want to be, we are looking for an Assistant Manager for our Sales Customer Support Operations. Find out more below! Opportunity The Assistant Manager - Sales Customer Support is responsible for managing a team of Account Handlers that deliver frontline Sales Support across our UK brands. These Account Handers are responsible for processing customer orders and there is a requirement for them to be multiskilled and able to handle all types of customer contact and account. You will be a key stakeholder in the day-to-day management of all our sales customer facing activity and have the ability to assist in other areas of Customer Service Operations when required. You will be required to work closely with your peers across the wider Service Operations teams to ensure that there is a unified approach to managing your teams and delivering the best possible service to our customers. Ultimately, your success will rest upon the delivery of the highest standards of service and customer satisfaction for the whole Kohler Mira UK product range. Core duties include management of a team of up to 12 Account Handlers, coaching and developing all associates once training is completed. Ensuring call, email and order processing quality meets the expected standard and drives value add opportunities (both customer and business). You will also be responsible for setting expectations, action plans, driving positive development of all team members and handling all people related activities within your team and manage day to day operations within the Sales Customer Service contact centre. You will be required to learn to a basic level all Sales Customer Service processes, enabling you to confidently handle the queries from the team. You will be a main point of escalation for any queries/complaints that occur from our customers. You will be responsible for engaging with key stakeholders through the Sales process including Sales, Logistics and demand planning to ensure alignment of communication and performance expectations for all accounts ensuring that customer and business impact is a consideration in what the Sales Customer Service team deliver. As the Assistant Manager - Sales Customer Services you will be a contributor to the root cause analysis function that drives continuous improvement within the Sales Customer Services environment. In this role you would be expected to work a 37.5-hour week shift, providing cover between Monday and Friday. Basic Responsibilities - Deliver coaching to all team members, driving continuous improvement in overall results. - Performance management of all team members, ensuring that issues are identified and resolved at the earliest possible opportunity. - Action planning and delivery of initiatives that drive performance improvements across the wider service operation. - Quality assessment of calls and emails for the team, ensuring feedback is given in a timely and constructive manner. - Coordinating recruitment and training of new hires, working closely with the Contact Centre Trainer to deliver high quality customer services to the Kohler Mira consumer. - Devise innovative ways to increase team motivation and recognition of excellence. - Manage the absence of the team in accordance with Kohler Mira procedures, ensuring that people are treated fairly, and any ongoing issues are resolved. - Ability to step in and cover any team within the Contact Centre (including Planning) as and when required. - Ability to cover certain elements of the Service Operations Manager - Resource, Planning and Internal Sales role during their absence from the floor. - Work closely with the Sales Team to ensure that all customer relationships are developed and maintained within contracted terms of business and obligations. - Evolve the relationships between Account Handler, Sales Managers and the Customer Account advisors to deliver customer service excellence. - Provision of comprehensive Sales support including sales order processing, answering of customer queries, sales support (including proactive selling opportunities), order fulfilment, invoice discrepancy resolution, proof of delivery requests and customer returns in an efficient and effective manner following defined performance parameters. - Investigating, resolving and monitoring of customer complaints ensuring Kohler's customer communication protocols are always observed. - Work closely with demand management and external sales teams to better appreciate customer relationships, strategies and processes using knowledge gained to drive continuous improvement. - Proactively manages the customer order book, liaising with production / supply chain to check stock level and/or assess delivery timing where product availability may be of concern. - Provide recommendation and change based on best practice and continual improvement across all elements of the Internal Sales Team Skills/Requirements - Provenmanagement experienceinaSalesContact Centre environment. - Ability to display high standards of customer service under pressure - Strong people motivation skills that drive people to deliver the required results that focus on the customer and their requirements - Self-motivated decision maker that isn't afraid to do the right thing - Solution driven with an emphasis on matching the right business outcomes to the needs of the customers and team members - Desire to collaborate across Customer Service and Sales functions and with the wider organisation - Computer Literacy: Microsoft Outlook, Word and Excel at a basic level is required. Salesforce and SAP working knowledge is an advantage - Organisational skills that facilitate the smooth running of the Sales Customer Contact Centre daily - Actively collaborate across Customer Service and Sales functions and with the wider organisation - Desire to learn the technical aspects of the Kohler Mira UK product range will greatly assist in the ability to support our customers and team members We can offer you a lot in return! We empower each associate to BecomeMoreAtKohler with a competitive total rewards package to support your health and wellbeing, access to career growth and development opportunities, a diverse and inclusive workplace, and a strong culture of innovation. With a genuine commitment to creating better tomorrows, we're driving meaningful change in our mission to help people live gracious, healthy, and sustainable lives. About Us In the UK, Kohler Mira Ltd. is made up of three market leading brands: Mira Showers, Rada Controls, and Recoup Where our brands differ in market position, they are equal in their commitment to design, innovation, and providing a single level of quality regardless of price. Kohler Mira is committed to diversity and inclusion to drive our business results and create a better future every day for our diverse associates, consumers, partners, and global communities. As an equal opportunities employer, it is Kohler Mira's policy to recruit, hire, and promote qualified people in all job classifications without prejudice. If, as an individual with a disability, you require adjustments during the recruitment process, please contact talentacquisitionuk@kohler.com. Note for Recruitment Agencies: The Kohler Talent Acquisition team is responsible for managing all current vacancies through direct hiring and referrals wherever possible. We do work with recruitment agencies, and where we require external support, we will formally release those vacancies to the agencies on our Preferred Supplier List deemed best placed to assist us. Speculative CVs sent by any agency to Kohler Co. without a specific request by our Talent Acquisition Team will not be accepted and with no introduction fee applicable. LI-RJ1 LI-Onsite