Location: UK - Hatfield, UK - London, UK - Reading | Job-ID: 215719 | Contract type: Standard | Business Unit: Inside Sales
Life on the team
Inside Sales is a commercially minded customer service function accountable for delivering great experiences for customers in the sourcing of their technology requirements. C&SOM put customers and their needs at the centre of all its decision making while ensuring profitable sales for Computacenter. Inside Sales teams have a range of skills focussed on pre-sales, order management and post-sales operational space.
We are now looking for a Customer Lead. As a Customer Lead you will be on point for ensuring the delivery of specific complex customer obligations, on behalf of GTS, where they need to understand in detail the customer requirements and is accountable for the end-to-end customer experience.
You will be accountable for first level task escalation management, resolving customer issues, monitoring of SLAs on high volume complex accounts, as well as co-ordination and prioritisation of tasks for Customer Executives and Sales Order Management Specialists on the account. In addition, a key part of the role is managing and liaising with multiple stakeholders across the business.
What you'll do
Operational coordination
1. Is accountable for overall customer experience with GTS and works closely with Country Units and Specialists Services to serve customers effectively on specific complex customer contracts.
2. Understands the customer, their product portfolio, the relevant customer processes and how the customer contract operates.
3. Manages customer satisfaction, by monitoring performance for the management of the contractually owed performance towards the customer, partner and internal services.
4. Acts as an operational expert, co-ordinates and carries out day-to-day operations delivered by Inside Sales teams.
5. Supports "junior" colleagues on knowledge gaps to a specific customer contract.
Escalation management and process improvement
6. Acts as a first point of escalation on operational issues
7. Participates in root cause analysis following an incident.
8. Co-ordinates the resolution of customer/account queries promptly.
9. Reviews the details of the customer contract and shares analysis with the relevant teams to improve productivity and efficiencies.
10. Identifies and applies process improvements.
11. Can drive optimization projects.
What you'll need
12. Confirmed experience in an internal sales department
13. Capability to carry out quotation and order processing tasks
14. Excellent process understanding for day-to-day business and encourages the following of standard processes and makes significant effort to improve processes
15. Excellent customer and commercial orientation
16. Excellent communication skills
17. Reliability, conscientiousness, sense of responsibility and initiative
18. Team player
19. Objection handling and negotiation management skills
20. Excellent prioritisation skills
21. Ability to take ownership of complex queries/problems to resolution
22. Problem-solving decision-making ability
23. Good level of cost awareness
24. Performance and goal-oriented work style, as well as a structured and organized way of working
25. Knowledge of project coordination (need to review)
26. Strong understanding of current tools
27. Good command of spoken and written English
About us
Computacenter is a leading independent provider of IT infrastructure services, with about 20,000 employees worldwide. We work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology and managing our customers' infrastructures.
We offer a friendly, open working environment without too much fuss about hierarchy. We are looking for professionals with diverse competencies, personalities and strengths who want to live our shared value of teamwork and performance.
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