Customer Service Team Leader
- Recruiter
- Confidential
- Location
- Aldershot
- Salary
- 20.00 - 23.00 GBP Annual
- Posted
- 25 Aug 2020
- Closes
- 22 Sep 2020
- Sectors
- Customer Service & Call Centre
- Contract Type
- Permanent
- Hours
- Full Time
Here at The Pen Warehouse and Snap Products we take stationery or general promotional products and turn them into powerful marketing tools, using the latest print technology. Our business is a hybrid of marketing and manufacturing where in 2019, through over 3500 resellers, we produced and distributed over 66 million printed products. These were all fulfilled in-house through innovative print processes, such as direct digital and spot colour printing, as well as laser engraving and dye sublimation printing.
Working with us
We are a family business, based in Aldershot Hampshire, and as a rule every role has a direct line to the Board of Directors, giving you visibility and accountability which are essentials for growth. Our founders are entrepreneurs, we therefore look to build teams with employees who possess a similar skillset in taking initiative and finding a way to achieve excellence in their roles.
This is an exciting time to join our businesses as in 2019 we refurbished our 60,000 sq ft factory to include breakout areas for employees, a training facility for ongoing support and a showroom for our customers to experience our full product range and service offering.
The impact of COVID-19 has resulted in our businesses diversifying into other areas and creating new brands. As we build the business back to its pre-March 2020 standing we need the leaders in all areas to help execute our vision.
What you'll be doing
Excellence in service and family values are part of our DNA. You will thrive in this role if you are obsessed with customer satisfaction and that is the minimum you seek from your team. As an Account Manager you will be joining a business which believes its employees are the driving force behind the company.
To lead your team to success you will be required to:
*
To assist the Customer Service Manager/Head of Sales in the day to day operation of your team of Sales Administrators, their output, performance and welfare;
*
Proactively manage own workload, working towards any targets given and share responsibility for all of the administration duties;
*
Communicate and collaborate with other departments to ensure customer specific requirements are met;
*
Ensuring complaints are addressed quickly and consistently, a solution driven approach is always needed;
*
Prepare for and participate in the weekly meetings with the team or Directors to go through credits and complaints;
*
Work closely with the Customer Service Manager and the Finance team to ensure customer accounts remain within terms;
*
Work closely with existing and new customers, building relationships, maximising sales opportunities via outbound and inbound telephone calls;
*
Ensure that each customer receives outstanding service by providing a friendly and professional environment; establishing rapport, maintaining solid product knowledge and all other aspects of customer service;
*
Assist with challenging client requests or issue escalations as needed;
*
Operates as the point of contact for assigned customers;
*
To assist in the day to day duties of the Customer Services tasks and objectives.
*
Be product champion in the business, using initiative to consult with customers on what they need to service their customer
This role is for you if you:
*
Are tech savvy, able to work with excel and comfortable using video technology to interact with customers and employees;
*
Have strong interpersonal skills to develop rapport and build relationships with new/existing customers;
*
Methodical approach to your work ensuring high accuracy of right first time
*
Proven work experience as an Account Manager, Key Account Manager
*
Have an excellent command of written and spoken English;
*
Put the customer at front of mind when making your decisions;
*
Live within 45 minutes of our HQ, Aldershot Hampshire.
On top of a competitive salary we also offer a benefits package too:
*
Working in our newly refurbished and spacious offices
*
Access to internal and external training, funded by the business
*
Workplace pension scheme
*
Cycle storage
*
Referral bonus when you bring your friends to join the team
*
Credit to spend each year on our products
*
28 days of holiday a year (including public holidays).
Salary GBP20-23k depending on qualifications and experience
Working with us
We are a family business, based in Aldershot Hampshire, and as a rule every role has a direct line to the Board of Directors, giving you visibility and accountability which are essentials for growth. Our founders are entrepreneurs, we therefore look to build teams with employees who possess a similar skillset in taking initiative and finding a way to achieve excellence in their roles.
This is an exciting time to join our businesses as in 2019 we refurbished our 60,000 sq ft factory to include breakout areas for employees, a training facility for ongoing support and a showroom for our customers to experience our full product range and service offering.
The impact of COVID-19 has resulted in our businesses diversifying into other areas and creating new brands. As we build the business back to its pre-March 2020 standing we need the leaders in all areas to help execute our vision.
What you'll be doing
Excellence in service and family values are part of our DNA. You will thrive in this role if you are obsessed with customer satisfaction and that is the minimum you seek from your team. As an Account Manager you will be joining a business which believes its employees are the driving force behind the company.
To lead your team to success you will be required to:
*
To assist the Customer Service Manager/Head of Sales in the day to day operation of your team of Sales Administrators, their output, performance and welfare;
*
Proactively manage own workload, working towards any targets given and share responsibility for all of the administration duties;
*
Communicate and collaborate with other departments to ensure customer specific requirements are met;
*
Ensuring complaints are addressed quickly and consistently, a solution driven approach is always needed;
*
Prepare for and participate in the weekly meetings with the team or Directors to go through credits and complaints;
*
Work closely with the Customer Service Manager and the Finance team to ensure customer accounts remain within terms;
*
Work closely with existing and new customers, building relationships, maximising sales opportunities via outbound and inbound telephone calls;
*
Ensure that each customer receives outstanding service by providing a friendly and professional environment; establishing rapport, maintaining solid product knowledge and all other aspects of customer service;
*
Assist with challenging client requests or issue escalations as needed;
*
Operates as the point of contact for assigned customers;
*
To assist in the day to day duties of the Customer Services tasks and objectives.
*
Be product champion in the business, using initiative to consult with customers on what they need to service their customer
This role is for you if you:
*
Are tech savvy, able to work with excel and comfortable using video technology to interact with customers and employees;
*
Have strong interpersonal skills to develop rapport and build relationships with new/existing customers;
*
Methodical approach to your work ensuring high accuracy of right first time
*
Proven work experience as an Account Manager, Key Account Manager
*
Have an excellent command of written and spoken English;
*
Put the customer at front of mind when making your decisions;
*
Live within 45 minutes of our HQ, Aldershot Hampshire.
On top of a competitive salary we also offer a benefits package too:
*
Working in our newly refurbished and spacious offices
*
Access to internal and external training, funded by the business
*
Workplace pension scheme
*
Cycle storage
*
Referral bonus when you bring your friends to join the team
*
Credit to spend each year on our products
*
28 days of holiday a year (including public holidays).
Salary GBP20-23k depending on qualifications and experience