Overall Function
To ensure the Customer Service and Internal Sales Team meet their KPIs proving that the team is providing a service level above and beyond what our clients would expect.
Overall Responsibilities
- Ensure that Quotes and orders are processed in the correct way.
- Motivate the team, to provide an A1 service to each customer, going the extra mile.
- Manage communication with the warehouse team, to increase our OTIF score.
- Coach team members based upon their error rare and phone call ratings.
- Ensure customers outstanding orders are actioned promptly.
- Organise product training for the CS Team, utilising our technical resource.
- Ensure the Internal Sales Team proactively follow up new enquiries coming in.
- Ensure the Internal Sales Team are proactively booking up appointments for Sales Reps
- Ensure the Internal Sales Team are proactively following up quotations.
KPIs
- Rate 80 Phone Calls within the CS Team
- Outstanding orders to below 1% of orders taken.
- Error Rate CS Team Under 0.5%
- Average Phone Answer Time 7 seconds
- Net Promoter Score of 60 per month
- 300 Enquiries Logged within the CS Team
- Each CS Person Achieve 480 mins per month in product training.
- Internal Sales Booked 25 appointments per External Sales Rep
- Internal Sales completed 100 proactive calls per month.
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