Job Description
Our client, a leading high-tech electronics company, specialises in advanced systems for military, broadcast, and satellite communications. They develop cutting-edge solutions for the secure and efficient transmission of critical signals over long distances, ensuring reliable performance in demanding environments. With a focus on innovation and tailored solutions, our client meets the stringent requirements of industries relying on high-performance communication technologies.
As demand grows, they are seeking a Customer Sales Support Manager to help manage their transition from a small-company mindset into a highly capable entity. This role is critical to maintaining their commitment to customer satisfaction and operational efficiency as they scale.
Responsibilities:
* Manage the Customer Support Department
* Coach, mentor, motivate and develop the customer support team to enable them to achieve their individual objectives and those required by the business
* Develop, improve and own the customer support function systems, procedures and processes
* Essential for achieving organizational goals and objectives, help to foster a collaborative and productive work environment between the CS team, Sales team and other departments.
* Work with the GDoS on demand generation & pre-sales activities to ensure a consistent supply of high quality inbound sales leads and insights
* Maintain a high quality level of customer related data on the CRM system to ensure its effective use
* When necessary, respond to customer enquires with technical and commercial assistance, most handled by team members but some handled with direct responsibility
* Produce regular team performance and sales reports and insights as required by the business
* Provide cover for team members during times of team absence
* Assist with internal and external quality audits relating to the function
* Assist with the RMA procedure when required
* Maintain high standards in the team (speed, accuracy, etc.)
* Analyse data to identify trends in customer complaints, problems with products or services, or opportunities for improvement
* Work with the marketing team to develop effective campaigns to promote new products or services to new and existing customers
* Determine how new technologies can improve customer support operations or create new opportunities for growth
* Monitor customer feedback about products or service to identify potential issues before they become problems.
Skills/Experience:
* Previous experience in a similar role essential
* Good written and spoken English
* Experience in enhancing operational efficiencies to increase customer satisfaction
* Strong attention to details
* Positive can do attitude
* Ability to plan and manage the priorities, workload and direction of a customer support team
* Able to exercise excellent judgement on how and when to intervene keeping the team on track
* Ability to measure and report performance at both team and individual level, using this information to make changes or correction if required
* Ability to communicate and persuade at all levels from engineers to board level
* Willingness to learn technical concepts related to the company business
* High level of skill in Microsoft Office, CRM & ERP systems
Please note that this will be a mostly office based role. You may be required to gain security clearance so a UK Nationality is preferred.