Customer Success Manager - Sunbury-on-Thames, United Kingdom - Plum Personnel

Plum Personnel
Plum Personnel
Verified Company
Sunbury-on-Thames, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

CUSTOMER SUCCESS MANAGER
Sunbury on Thames
Salary £40,000 to £45,000 DOE
About the Role
The Customer Service Manager, oversees a matrix structure of 3 customer service executives, each supporting a geographic sales team.

The role is responsible for ensuring all received orders are processed and released to warehouses, on time and with the highestaccuracy and fulfilment.


Main duties:
Order Capture/Fulfilment

  • Management of Allocation Process, including ownership of systems and processes.
  • Ad hoc allocations inorder to ensure maximum fulfilment.
  • Ensure the team are supporting end consumer issues and queries relating to direct sales
People Management

  • Manage a team of 3 customer service executives, each responsible for a geographic region
  • Utilizing internal stakeholders and external learning resources, ensure the team are trained and operating to the highest standard.
  • Ensure there is a network of effective communication between Sales and Customer service to ensure orders are received with high accuracy and processed efficiently
Customer Relationship Management

  • Ensure all operational customer data is captured, stored and utilised to avoid additional delays or costs.
  • Attend customer meetings as required to drive behavioural change and ensure objectives are delivered
  • Ensure the customer service team are delivering effective support (speculative enquiries, onboarding, quotations, backorder reports, cross selling etc), to our trade customers
  • Drive change in the business through utilising systems and process to deliver an seamless level of service to our trade customers.
  • Represent the sales teams internally and report to the board weekly on status of the orderbook, along with expected sales values sent to warehouses
  • Minimum of 2 years' experience in a customer service environment
  • English speaking, with additional European language preferred
  • Commitment to customer satisfaction
  • Can do attitude with a pleasant and calm demeaner
  • Ability to multitask and work in a fastpaced environment
  • Strong detail orientation and written communication skills
  • Excellent verbal communication skills and phone etiquette
  • Possess strong work ethic and team player mentality
  • Preferred experience with ERP systems
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