Do you have supervisory experience within a customer services or retail background?
If so, this exciting organisation in Marlow with plenty of growth within the technology sector may be the new place for you to work!
The Client Success Team Leader will be responsible for delivering a fantastic customer experience to resolve customer account queries. Working closely with the customers and our internal team and warehouse to ensure all goods and services are processed correctly and on time meeting the relevant criteria. Monitoring and follow up of all account queries for the team to ensure they achieve the agreed SLA’s.
You will maintain and expand relationships with strategically important customers. Assigned to fulfilment customers within the product distribution and sales department, you will ensure customer satisfaction, and help to define and execute a “best in class” structure and service that will lead to further success. You will also be responsible for the day-to-day management of the Fulfilment team, ensuring adequate training and daily support is provided, and being the escalation point for customer queries.
This role requires an exceptional communicator with the ability to coordinate several different departments to meet deadlines and exceed customer expectations, whilst overseeing a team of four.
• Deliver strategic and operational account support of fulfilment accounts • To be ‘first point of contact’ for the Client Success Executives • Maintain and develop the support processes, continue relationships with suppliers, ensure deadlines are met and all records/logs are kept up to date • Create and communicate relevant sales reports • Daily interaction with customers via phone and email • Provide solutions to customer queries • Identify and ensure delivery of process efficiencies to further enhance the on-going relationships with clients • Ensure customer SLAs are recorded and issued monthly
• Support all customer account issues in a timely manner • Ensuring that all price lists are maintained by adding new products, deleting obsolete products and amending any prices up on request from the account manager • Proactively manage back orders and ensure clients are aware of any stock issues and replacement products • Provide feedback to team when required to ensure the support of a continuous learning environment • Liaise in a professional manner with the relevant departments and clients • Manage carrier and customer claims • Any other relevant duties as required
You will need
Personality: Self-driven, results-oriented with a positive outlook. A natural forward planner who critically assesses own performance. Articulate, credible, and comfortable in dealing with senior company executives. Reliable, tolerant, and able to adapt to change. Empathetic communicator, able to see things from the other person’s point of view. Well-presented and businesslike. Keen for new experience, responsibility and accountability. Able to get on with others and be a team-player.
Team Leader: Experience within a multi task environment managing staff and being the first point of contact for team member questions and escalations in addition to being the first point of contact for customer escalations.
Role Skills: Exposure and experience of customer service, administration and communicating with high value clients, with multiple client touch points.
Personal Situation: The role could require attendance at Client premises. Able to work extended hours on occasions when required. Must be prepared to travel very occasionally and have clean or near clean driving licence.
Computer skills: Must be adept in use of MS Office, particularly Excel and Word, and ideally Access or similar database to basic level, Internet and email. Must be proficient with PowerPoint.
Business and Selling Skills: Must be an excellent face-to-face and telephone communicator. Able to demonstrate success and experience communicating with major accounts customers and large contracts or even a business.
Hours 0830 to 1800