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
* Lead and manage the Internal Sales and Customer Service Team
* Oversee order processing, quotation preparation, and customer account management
* Ensure timely and effective handling of customer enquiries, complaints, and technical support needs
* Develop and implement existing customer service policies, procedures, and best practices
* Monitor KPIs and team performance, providing coaching and support where needed
* Collaborate with the external sales team, logistics, and operations to ensure seamless order fulfilment and resolve delivery issues
* Identify areas for process improvement and lead initiatives to enhance the customer journey
* Train and develop team members, fostering a customer-centric and sales-driven culture
* Use CRM and ERP systems to manage workflows and reporting
* Prepare and present the Sales Review reports, providing insights, commentary, and actionable recommendations
* Issue quotes, diligently follow up, and ensure the Sales Team maintains a similar commitment
* Maintain high team engagement and low turnover through effective communication and support
* Ensure timely and professional resolution of all customer queries and complaints within agreed SLA's
Secondary and Support Responsibilities
* Provide departmental coverage during team members' absences
* Handle inbound sales calls and enquiries, providing product information and technical support to customers
* Prepare and send quotations, process orders, and track delivery timelines
* Maintain regular contact with customers to follow up on quotes, orders, and project updates
* Support external sales representatives with administrative tasks and customer coordination. Assist with pricing queries, stock availability checks, and lead time updates
* Provide frontline support during peak periods, staff absences, or high-volume situations
* Manage customer accounts, including updates to contact information, order history, and service requests.
Key Competencies
* Fluent English - Excellent written and verbal communication skills (essential)
* Minimum 5 years’ experience in a customer support, sales administration, or internal sales leadership role. (essential)
* People and conflict Management (essential)
* Ability to lead and motivate a team in a fast-paced environment. (essential)
* Proficient in all Microsoft 365 tools and CRM software (essential)
* Confident in handling customer complaints, escalations, and service recovery (essential)
* Organisational and time management skills, with the ability to prioritise and multitask effectively in a fast-paced environment. (essential)
* High level of accuracy and attention to detail, particularly in order processing and quoting
* A collaborative approach to working with cross-functional teams (e.g., sales, logistics, technical support)
* Experience in a similar role within a technical or manufacturing organisation.
* Strong interpersonal and communication skills
* Understanding of order-to-delivery processes
Benefits
* Salary between £36-£40k pa dependant on experience
* 25 days annual leave plus (bank holidays)
* 1 day holiday for birthday
* Company Pension Scheme
* Private Healthcare
* Free onsite parking
* Life Insurance
Apply Now
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