Customer Support (x8) and Parts / Stock Teams (x 2 direct, 2 indirect)
The day-to-day supervision of the Customer Support Hub and Stock / Warehouse team to ensure that revenues and margin targets are realised and all sales and growth opportunities are maximised. Whilst ensuring our stock in actively managed and MRP is continually improved to ensure maximum stock availability.
To offer clear leadership to the Customer Support Hub and to continually develop the sales and service experience of our customers.
Day-to-day responsibility for all reports (direct and indirect)
The role may require UK travel or occasional nights away from home.
This role will require the ability to deal across functions, from shop floor personnel through to senior managers.
Leadership to ensure the Customer Support Hub and Stock / Warehouse Team. Ensuring they are operating to the highest professional and ethical standards at all times, focusing on the development of customer focus to ensure customer satisfaction.
Play an active part in the forecast of products (in conjunction with relevant managers) and ensure invoicing is undertaken as necessary to meet plan.
Ensure service contract paperwork is consistently updated to meet customer demands and all service visits / breakdown calls outs are attended in line with contracts.
Ensure customer contract strategy is adhered to and continuously strive to make improvements.
Stay up-to-date with all market/competitor and industry developments and ensure that the senior management team are briefed on their likely impact.
Work with stock / procurement to ensure stock levels are meeting business / customer expectations and actively seek alternative supply methods when usual avenues are not
Undertake any necessary actions to facilitate the smooth day-to-day running of the Customer Support Hub such as timely reporting, performance management and discipline as required.
Ensure that on-going development of team members through coaching, constructive feedback, and identifying ongoing development/training needs. 1:1’s to be undertaken in line with company requirements – develop training matrix / development plans.
Take an active approach to contract renewals, parts sales to ensure relevant revenue targets are met / exceeded.
Devise and implement a suite of KPI’s to ensure ongoing team improvement as the centre of excellent for customer support.
Integrate with all members of the Senior Management team in day to day role. Financial Controller, Sales Director, After Sales Manager and IT Manager.
Personal ProfileSkills & Experience
At least 2 years’ experience in a similar role.
Superb communication interpersonal skills and
· Working knowledge of SAP / CRM.
Good working knowledge of MS Office suite of programmes
Interpersonal & Behavioural Skills
(To include core competencies)
· Adds value as both an individual contributor and active team member
· Ability to build rapport quickly with key members of the team.
· A professional and commercial approach, with the ability to deliver high levels of customer satisfaction. .
· Personal impact – perceived as an energetic individual who will deliver, by both the customer and the organisation;
· Tenacity – strive to achieve goals. Willing to take risks.
Car Driver Essential
Hours 8 am – 5 pm Monday – Friday
Salary range £27,000 – £32,000 (dependent on experience)