Customer Service Manager

• LocationAndover (Head Office)
• Hours7:30 - 17:30 (1hr unpaid break)

The Customer Service Manager will be accountable for all customer service activities essential for at least maintaining the existing volume of business at the start of each financial year. They will also be accountable for the overall productivity, effectiveness andmorale of the Customer Service Team.

They will be responsible to ensure existing customers are cared for, giving an exceptional service experience with every transaction, increasing the average invoice value where possible.

However, occasionally situations may arise that require the post holder to perform other duties or tasks as may be reasonably requested by the Managing Director.

Accountable to: Internal Sales Manager

Accountable for: Customer Service Team (tends to be team of 5 – 6)

Main Role / Responsibilities:

Customer Service

• Focus on creating ‘WOW’ factor through the strukta Customer experience, liaising with Ops and Marketing to do so.
• Ensuring the Customer Service team always provides a response to customers within agreed timeframes.
• Providing the highest level of customer care possible at all times.
• Ensuring Customer Service department is run according to the ISO procedures manual.
• Checking and ensuring accuracy of all sales order, tweaking GP wherever possible.
• Ensuring incoming telephone calls are answered within agreed timeframe.
• Taking verbal orders.
• Ensuring customer complaints are handled and resolved effectively to the satisfaction of the customer and strukta.
• Maintaining Customer Record filing using CRM relating to all interactions and transactions of customer service issues.
• Be accountable for own accuracy and response times.
• Providing delivery information to customers, working with Operations to do so.
• Taking returns information, quoting pricing and handing over or providing details to the Operations team.
• Liaising to avoid all possible returns, offering discounts where necessary to encourage customers to keep order and discussing with the Operations team.
• Resolving customer issues relating to stock, liaising with the Purchasing Manager.
• Taking accounts queries, resolving basic enquiries and providing details to Finance Manager.
• Run daily customer service huddle – F2F or by Teams – to create a daily focus for the customer service team.
• Actively encouraging staff to promote the sales of special offer items.
• Ensuring all staff are fully aware of their responsibilities via initial induction and ongoing training and are kept up to date with relevant product training.
• Take responsibility for own development through Performance Management System.
• Customer Service Reporting.

Staff Management

• Maintain Customer Service team attendance records.
• Provide coaching and support to ensure the Customer Service team are effective in their roles and motivated to achieve.
• Be accountable for the development of the Customer Service team.
• Regularly review department procedures and policies to promote continuous improvement.
• Liaise with HR in relation to Customer Service team recruitment and disciplinary procedures.

In addition, all employees are expected to work within the terms of their contract of employment and adhere to Strukta Group policies, values and required ways of working.

Knowledge, Skills & Experience:

Knowledge

• Extensive and current knowledge of construction industry in the UK.
• Advanced knowledge of proven and effective Sales Techniques.
• In-depth knowledge of SPE concept.

Skills

• Demonstrable experience of leading and managing teams with proven track record of people management skills.
• Adequate evidence of effective sales negotiation, customer relationship building, conflict resolution and handling customer complaints.

Experience

• Customer-facing experience in the UK Construction Industry.
• Experience in Line Management.
• Experience in operating as part of an SPE team.