Regional Customer Service Manager

Title: Regional Customer Service Manager.
Reporting directly to National Telesales Manager & Regional Manager.

Objectives of the job:
Active part of recruitment for Telesales & Sales Co-ordinators
Implement of Training programme for new Starters (Telesales & Sales Support).
Roll Out of Best Practices for the above.
Review All Office Practices and Service Levels.
Working locally with each depot on set KPI’s (phone & order capture).
Promotions, brief all depots & rollout selected promotional drives (ensuring all depots participate National & Local drives).

Key Responsibilities:
To ensure a high standard of customer service with creating an initial business relationship with all new customers.
Best Practice Process to initiate relationship between Telesales/Customer Services.
KPI’s for planned outbound diaries.
KPI’s for ACD system.
Take ownership of solving customer issues through pro-active customer service.
Strong training skills required for:
Sales Training.
New Starter (part of a standard induction process) training on Trinity, Diver & Cyber Query in Telesales & Sales Support.
Good understanding of the Sales Order Processing and reviewing products and accounts on the trinity/diver system.
Promotional drives, ensuring all fully understand the brief on the promotions and local teams promoting monthly deals.
Driving Sales via National Promotional Activity calendar.
Local promotional drives, regional brands & Cask.
To promote the sale of LWC Drinks own Signature Brand products.
Utilising the Gap Analysis to gain composite Customers (with below point Sales Co-ordinators, how to identify & plan).
Building relationships with internal customers - Sales & Depot Managers.
Working closely with Regional Manager, as support within their depots.
Providing key support for Sales Co-ordinators,
With regard to prospecting & Customer Retention.
Working with Sales Managers, identify & plan for customers spending capacity of greater than £10,000 per week and liaising with the Sales Co-ordinators.
To working in collaboration with Customer Services/Telesales to assist on increasing Customer spend, with above point.

Key Skills:
Excellent Customer service skills
Use of Microsoft Excel for spreadsheets and records
Ability to use the trinity system and LWC drinks quote system
Good team work skills
Good communication and relationship building skills
Good specialist knowledge of the drinks industry, products and the on trade market.