This is a 1 year temporary role. Reporting to the Global Service Director, the Customer Support Manager will support the UK local office, US Service Department and external customers.
ESSENTIAL SKILLS AND RESPONSIBILITES
* UK sales and service activities including customer communication, quotations, order entry, shipments and invoicing.
* Manage customer support coordinator for US day to day service activities, including responding to customer requests, installations, system moves, billable and warranty service. Issue quotes and process orders.
* Responsibility for ensuring that US service contract renewals are issued correctly and on time.
* Manage customer service representatives - oversee CSR's order entry procedures.
* Service CRM administration, providing data analysis and metrics to service director as needed.
* Maintain CRM for service, new material entries and price book updates.
* Management of critical documentation such as SOPs.
* Provide admin support to service director and US service managers as needed
* Maintain order entry error log and analyze the data to provide metrics and identify opportunities for training or process improvement
* Provide admin support to service director and service managers as needed.
QUALIFICATIONS
* Must have the ability follow established processes
* Well organized and confident to work independently but will be a strong team player.
* Intermediate Excel User (know vlookups, pivot tables)
* Willingness to take on new responsibilities and challenges
* Ability to utilize interpersonal and communication techniques, working in a team environment, and dealing with a wide variety of personalities and communication styles
EDUCATION/EXPERIENCE
* 3-5 years of equivalent experience required
* Preferred Associates Degree
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