Customer Support Team Leader

Customer Support team Leader, Marlow, Hybrid, £35000 - £37000

Your new company
A global leader in their industry are offering an exciting opportunity to join them as a Customer Support Team Leader.
Your new role
As the Customer Support Team Leader, you will be responsible for:

Coordinate/lead the Customer Support team and ensure workloads are suitably managed, with work being shared/distributed as required

Monitor, recommend and implement improvement processes

Report on the Customer Service UK/Nordic team performance

Continuously monitor and improve processes within the Customer Support team and implement new processes

Coordinate and provide training to all members of Customer Support team.

Ensure the induction and training of new colleagues is delivered to expected standards

Handle Level 1 & 2 Customer Complaints and escalate where necessary to the Management Team

Work closely with the regional Sales Teams

Carry out and/or coordinate coverage of workload during periods of Customer Service absence

Make sure all CS team KPIs are met

Strive to provide all customers with an outstanding customer experience by:

• Developing maximum sales potential out of assigned customers through good customer service techniques, knowledge of the company's products and services
• Applying knowledge of company products/services to efficiently process customer information and respond to enquiries, concerns and complaints in a diplomatic manner
• Ensuring orders are entered and moved through the system to shipping accurately and promptly
• Applying correct prices and discounts after seeking or receiving proper approvals
• Supporting global key accounts and accounts with special requirements
• Increasing sales by upselling or cross-selling where appropriate
• Remaining current on product information and product updates through available resources
• Analysing customer accounts and promptly make corrections and/or modifications to files
• Maintaining updated, organised files on all assigned customers to include sales orders
• Contacting customers to obtain missing information or data to ensure an accurate customer database
• Assisting other co-workers in the department as needed
• Supporting with achievement of relevant KPI targets.
• Providing repair service Customer Support
• Improving global customer master data consistency and support standardised workflows for maintenance required for further progression of dependent tools and meaningful reporting.

What you'll need to succeed
In order to be successful in applying for the role of Customer Support Specialist, you will:

• Strong PC Skills in MS Office, and strong knowledge for ERP systems, preferably JD Edwards, CRM, ECM and BI
• Superior customer service attitude; able to handle difficult customers with diplomacy and tact
• Ability to speak and write in native language and fluent English skills, both oral and written, other language skills are a plus.
• Excellent communication (oral and written) skills and excellent phone skills
• Ability to actively listen
• Excellent interpersonal skills
• Strong, accurate data entry skills
• Project management skills
• Excellent organisational skills with excellent follow-through
• Excellent problem-solving skills
• Previous experience with export documentation
• Product knowledge and interest in professional products
• Understanding of order management related to projects and installations
• Knowledge of product range and accessories to offer substitutions or upsell as needed
• Understanding and experience in customer specific portals related to order process, logistics and delivery booking slots

What you'll get in return
As the Customer Support Specialist, you will receive:

Salary up to £37000 depending on experience

Working hours: 35hrs/ week (09.00 - 17:00pm with 1 hr for lunch)

Hybrid- 3 days in the brand new attractive office

Holidays: 20 days + 8 Bank holidays + 1 Company Day around Xmas (Holiday entitlement rises with the years of service)

Pension: 4% Employee Contributions + 5% Employer Contributions (After 3 years Employer Contributions rise to 7.5%)

Life Insurance, Medical Insurance, Income Protection

Wellbeing Support

Team events

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.
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