About Our Client
The company is a leading entity in the transport and distribution sector with a staff count exceeding 1,000. It is committed to delivering top-notch services across its vast network of clients, emphasising efficiency, reliability, and quality.
Job Description
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Key responsibilities will consist of:
o Lead and manage the Customer Service team to deliver exceptional service.
o Develop and implement customer service policies and procedures.
o Provide continuous assistance to team members handling orders, complaints, and delivery challenges.
o Generate regular reports for senior management to track sales and identify slow-moving items.
o Maintain frequent communication with customers via email, phone, or in-person visits to nurture relationships and resolve any concerns.
o Conduct an annual customer satisfaction survey, analysing feedback, and implementing improvement strategies based on the results.
o Handle complex customer service issues and oversee resolution.
o Monitor and analyse performance metrics and implement improvement strategies.
o Provide training and coaching to team members to ensure continued development.
o Ensure compliance with industry regulations and company policies.
o Regularly monitor the performance of team members to ensure efficiency.
o Accurately manage and input orders into MPL/FRA and Presto platforms to meet customer requirements.
o Guide international stores on prioritising deliveries as needed.
The Successful Applicant
A successful Contact & Telesales Manager should have:
* A minimum of 3 years' experience working in a customer managerial position.
* Strong abilities to communicate with team members.
* Strong leadership skills and the ability to motivate and direct other team members.
* Excellent communication skills, both verbal and written.
* Strong attention to detail.
* Ability to work well within a fast-paced environment.
* Ideal knowledge of the manufacturing industry.
* Ideal know-how of sales order processing & invoice inputting processes.
* Good working knowledge of Microsoft Office.
What's on Offer
* Basic salary starting at £33,250.
* Discretionary team performance-based bonus.
* Progression earning potential.
* Career development progression into directorate route.
* Exposure to B2B industrial manufacturing competitive landscape.
* Pension contribution.
* 2x salary life assurance.
* Basic holiday allowance + bank holidays.
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