Customer Service Manager

Alexander Mae Ltd
£25k - 30k per year
30 Nov 2016
08 Dec 2016
Sam Notley
Contract Type
Full Time
The Company: Our client has developed a unique technology that enables users to receive tactile feedback without touch or equipment. It's a hugely exciting product and due to ongoing research and development they are seeking to expand their team in Bristol. The Job: On behalf of our client we are seeking a Customer Services Manager. This is to lead all activities around support to their Customers and Distributors to ensure that the needs of customers are being satisfied and to manage and continually improve the Customer Service experience for customers. Responsibilities with this role will include: * Ensuring that customers received first class customer services and service level agreements are met for all key accounts to encourage business growth * creating quotations via SalesForce CRM system and customer invoices * Creating internal Sales Orders for customer POs and stage payments * Handling invoice and quotation questions or feedback from customers * Monitoring and taking actions to ensure timely payment of invoices by customers * Increasing revenue when possible by recommending other products or services and up selling to accounts * Determines customer service requirements by maintaining contact with customers, visiting operational environments, conducting customer feedback surveys, benchmarking best practices & analysing information * Improve customer service quality results by studying, evaluating, and re-designing processes * Establishing and communicating service metrics; monitoring and analysing results * Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews, preparing and completing action plans, implementing customer-service standards * Resolving problems and completing internal and customer audits * Identifying customer service trends, determining system improvements and implementing change * Support the maintenance of the CRM system. The Person: * Recent proven experience within a busy commercial customer service environment, of which previous experience should be at senior customer relations management level * Demonstrates experience of successful change management and/or application of continuous/business improvement techniques * A strong focus on execution and delivery * Excellent problem solving skills and ability to work round obstacles to get things done * Proven ability to operate autonomously across multiple teams * Excellent verbal and written communication skills * Great attention to detail * Knowledge of SalesForce CRM an advantage The Benefits: 25 days holiday + bank holidays, childcare voucher schemes, contributory pension scheme after 3 month. The Location: Central Bristol, no car parking The Hours: Monday - Friday 37.5 hours per week, 8,30am - 5pm or 9am - 5.30pm The Salary: £25-30,000