Customer Support Manager

The main role is to :

• To manage customer accounts in line with contractual commitments and KPI’s
• Acting as the key interface between customers and internal support departments ensuring strong and lasting relationships are built and maintained.
• To manage the repair order process on behalf of the customer and act as an interface between the customer and internal departments on a day-to-day operational basis. to include status reporting, quote processing , query resolution and supplier management
• To manage the service delivery of internal support departments to ensure service delivery to the customer.
• Development and presentation of customer Performance reports
• Supporting the Sales and Business development team during the implementation of new customer programs
• Continue the review of company processes and procedures and customer interactions to ensure that both internal efficiencies and customer satisfaction are maximised

Responsibilities of the Customer Support Specialist are:-

• Develop and maintain strong relationships with both Customers and key Suppliers, continually seek to improve working methods and communications.
• Act as the main interface between the customer and company at an operational level.
• Handle the day-to-day operational aspects of the Customer / Supplier interface in a professional, diligent and responsible manner.
• Work alongside the Account Program Manager to ensure that Customer expectations and KPIs are met and, wherever possible, exceeded
• Identify areas of poor performance or opportunities for improvement and developing solutions, which when implemented, will resolve these problems
• Represent the company during Customer Performance Reviews and Key Supplier visits.
• Control and manage the Customer Mailbox – responding to all customer issues and questions in a timely manner, escalating internally if required and, where necessary, proposing operational changes to meet customer’s evolving needs.
• Manage the processing of Customer ROs, Quotes and Queries in line with Customer Defined KPIs.
• Monitor the Repair Order status throughout the Repair Loop, maintaining systems with latest status data, delay explanations and other relevant supplier information.

Skills and experience:

• We are looking for candidates with excellent Customer service skills and experience.
• Management experience but the role has no direct reports
• Ability to respond to change quickly and effectively.
• Customer focused with a commitment to customer satisfaction and ability to build strong working customer relationships
• Good communicator and strong interpersonal skills.
• Strong initiative and ability to provide creative solutions to problems.
• Able to address immediate customer and team needs in the context of overall company strategy
• An excellent team player which ensures KPIs are met or exceeded.
• Strong time management and organisational skills and ability to co-ordinate workload under pressure
• Good practical problem solving skills and the ability to make decisions when required or appropriate.

An excellent salary is offered of £28,500 to £38,000 with great benefits.

The hours of work are 37 per week

Mon-Thursday 9am to 5:30pm (1 hour lunch) & Friday 9am to 5pm (1 hour lunch)