Customer Support Manager

A lovely company based in Finchampstead are looking for a Customer Support Manager to join their team. This role can be working 3 days in the office and 2 days at home after your 6 months training/probation if you require. The main role is to : • To manage customer accounts in line with contractual commitments and KPI's • Acting as the key interface between customers and internal support departments ensuring strong and lasting relationships are built and maintained. • To manage the repair order process on behalf of the customer and act as an interface between the customer and internal departments on a day-to-day operational basis. to include status reporting, quote processing , query resolution and supplier management • To manage the service delivery of internal support departments to ensure service delivery to the customer. • Development and presentation of customer Performance reports • Supporting the Sales and Business development team during the implementation of new customer programs • Continue the review of company processes and procedures and customer interactions to ensure that both internal efficiencies and customer satisfaction are maximised Responsibilities of the Customer Support Specialist are:- • Develop and maintain strong relationships with both Customers and key Suppliers, continually seek to improve working methods and communications. • Act as the main interface between the customer and company at an operational level. • Handle the day-to-day operational aspects of the Customer / Supplier interface in a professional, diligent and responsible manner. • Work alongside the Account Program Manager to ensure that Customer expectations and KPIs are met and, wherever possible, exceeded • Identify areas of poor performance or opportunities for improvement and developing solutions, which when implemented, will resolve these problems • Represent the company during Customer Performance Reviews and Key Supplier visits. • Control and manage the Customer Mailbox - responding to all customer issues and questions in a timely manner, escalating internally if required and, where necessary, proposing operational changes to meet customer’s evolving needs. • Manage the processing of Customer ROs, Quotes and Queries in line with Customer Defined KPIs. • Monitor the Repair Order status throughout the Repair Loop, maintaining systems with latest status data, delay explanations and other relevant supplier information. Skills and experience: • We are looking for candidates with excellent Customer service skills and experience. • Management experience but the role has no direct reports • Ability to respond to change quickly and effectively. • Customer focused with a commitment to customer satisfaction and ability to build strong working customer relationships • Good communicator and strong interpersonal skills. • Strong initiative and ability to provide creative solutions to problems. • Able to address immediate customer and team needs in the context of overall company strategy • An excellent team player which ensures KPIs are met or exceeded. • Strong time management and organisational skills and ability to co-ordinate workload under pressure • Good practical problem solving skills and the ability to make decisions when required or appropriate. An excellent salary is offered of £29,262 to £35,500 with great benefits. The hours of work are 37 per week Mon-Thursday 9am to 5:30pm (1 hour lunch) & Friday 9am to 5pm (1 hour lunch)