Customer Service and Internal Sales Manager

A well-established organisation based in High Wycombe is seeking an experienced Customer Service and Internal Sales Manager to join them.

This role is very much a hands-on role as well as managing a team. It is pivotal in assisting in driving sales growth and ensuring outstanding service delivery to customers.

• Performing and coordinating daily operations of the customer service and Internal Sales team to ensure high-quality service delivery.
• Managing customer enquiries and complaints, ensuring timely resolution and appropriate communication with customers.
• Managing the customer service and internal sales inboxes within the designated Turnaround Time.
• Processing customer orders and handling returns promptly, in line with company policies and procedures.
• Managing customer credits and debit notes, ensuring accurate record-keeping of transactions and stock movements.
• Making and receiving daily calls for both departments, ensuring all issues are addressed efficiently and effectively.
• Conducting cold calls in the Internal Sales department to explore new opportunities and follow up with existing leads.
• Manage, mentor, and motivate the internal sales and customer service teams to drive sales growth and achieve performance targets.
• Conduct regular training sessions to enhance team skills in sales techniques and customer service excellence.
• Monitor team performance metrics, daily, weekly and monthly.
• Review, analyse and action data/reports to inform department decisions and goals.
• Produce weekly and monthly reports.
• Prepare reports for senior management on team performance, sales performance, and customer satisfaction.
• Analyse customer feedback to identify trends and opportunities for improvement.
• Create and issue quotations, project proposals and information packs in a timely manner.
• Ensure that CRM records are maintained and kept up to date by each team member, motivating your teams to follow best practice and enhance the customer experience.
• Lead and proactively develop and implement new ideas, processes and procedures.
• Support all aspects of marketing campaigns by attending events, capturing leads, and generating new sales opportunities to enhance campaign effectiveness.
• Effective maintenance of departmental cover and holiday planning.

In order to be successful in applying for the position, you will need to have the following:

• Personal Qualities: Enthusiasm, drive, and a team player. Business acumen. Able to learn about technical products.
• Qualifications/Knowledge: Fluent English, both spoken and written, is essential. Suitable / transferable A Levels, Graduate Degree, MBA or equivalent. 5 years of experience in internal sales and customer service, with a minimum of 2 years in a managerial/leadership role. Computer literate with working knowledge of Microsoft 365 – One Drive, Outlook, Word and Excel as a minimum. Proficiency in CRM software and sales tracking tools. Strong analytical skills and the ability to make data-driven decisions.
• Skills: Leadership and team management skills. A customer-focused mindset with a commitment to service excellence. Ability to organise, plan and prioritise tasks for own workload and that of the team, with the flexibility to change priorities. Excellent communication, negotiation, and interpersonal skills. Strong customer service skills and the ability to interact confidently with customers and colleagues. Quality focused with a proactive approach. Have excellent written and verbal communication skills. Working in a busy environment, working to targets and deadlines. Phone answering and call handling. Can demonstrate coaching and mentoring abilities. Ability to manage and prioritise multiple deadlines within a tight schedule. Understanding of architectural drawings and technical specifications would be desirable.

As the Customer Service and Internal Sales Manager you will receive:

• Salary between £35 - £38k DOE
• 25 days annual leave plus bank holidays
• 1 day holiday for birthday
• Company Pension Scheme
• Private Healthcare
• Non Sickness Bonus

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 about your career.