Customer Support Manager

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Our client is seeking a proactive and experienced Customer Support Manager to lead their Internal Sales and Customer Service team. This role is crucial in ensuring an excellent customer experience from initial enquiry to post-sale support. The successful candidate will manage day-to-day operations, drive team performance, and implement strategies that enhance customer satisfaction and sales efficiency.

Responsibilities & Accountabilities

• Lead and manage the Internal Sales and Customer Service Team
• Oversee order processing, quotation preparation, and customer account management
• Ensure timely and effective handling of customer enquiries, complaints, and technical support needs
• Develop and implement customer service policies, procedures, and best practices
• Monitor KPIs and team performance, providing coaching and support where needed
• Collaborate with external sales, logistics, and operations teams to ensure seamless order fulfilment and resolve delivery issues
• Identify areas for process improvement and lead initiatives to enhance the customer journey
• Train and develop team members, fostering a customer-centric and sales-driven culture
• Utilize CRM and ERP systems for workflow management and reporting
• Prepare and present Sales Review reports with insights, commentary, and actionable recommendations
• Issue quotes, follow up diligently, and ensure the Sales Team maintains commitment
• Maintain high team engagement and low turnover through effective communication and support
• Ensure timely and professional resolution of customer queries and complaints within SLAs

Secondary and Support Responsibilities

• Handle inbound sales calls and enquiries, providing product information and technical support
• Prepare and send quotations, process orders, and track delivery timelines
• Maintain regular contact with customers regarding quotes, orders, and project updates
• Support external sales representatives with administrative tasks, customer coordination, pricing queries, stock availability, and lead times
• Provide frontline support during peak periods, staff absences, or high-volume situations
• Manage customer accounts, including contact information, order history, and service requests

Minimum Requirements

• At least 5 years of experience in customer support, sales administration, or internal sales leadership
• People and conflict management skills
• Ability to lead and motivate a team in a fast-paced environment
• Proficiency in Microsoft 365 tools and CRM software
• Confidence in handling customer complaints, escalations, and service recovery
• Strong organizational and time management skills, with the ability to prioritize and multitask effectively
• High accuracy and attention to detail, especially in order processing and quoting
• Collaborative approach with cross-functional teams
• Experience in a similar role within a technical or manufacturing organization
• Strong interpersonal and communication skills
• Understanding of order-to-delivery processes

Salary: between £36,000-£40,000 per annum, depending on experience

Benefits include 25 days of annual leave plus bank holidays.

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