Hours: 7am – 5pm
Holiday: 20 Days + Bank Holidays
This company is a well-established construction safety expert, who provides a quality range of safety, welfare, site equipment, tool and engineering products for the construction and engineering industries, based in Crawley, West Sussex.
Position overview
The main role for Customer Support Team Leader is to ensure speed, accuracy and efficiency in answering incoming sales calls, processing orders and enquiries, follow up delivery queries, PODs, quotations and follow up calls, ensuring clients and customers are ‘wowed’ with the OnSite Experience.
Qualifications and Experience
- Previous experience of 2 years in similar role.
- Track record of upselling in previous role.
Skills
- Commercial acumen
- Strong problem-solving ability and keen attention to detail
- Excellent verbal and written communication
- Strong leadership skills
Key Roles and Responsibilities
- Working with team to ensure we are providing the highest level of customer care possible
- Driving Upsell/Cross sell – ensuring the maximising of all opportunities - Monitoring upsell requests and investigating on improvement methods
- Ensuring phones are picked up with a friendly and fast response and within department hunt group
- Ensuring every enquiry/lead received is followed up forensically
- Running Department Focus meetings daily
- Ensuring CCR completed daily
- Responsibility of running departmental meetings, agenda’s, notes and actioning of action points
- Implement Training program for all Team Members
- Minimising of back orders, helping team with alternatives and ways of sending orders complete
- Manage ‘High Priority’ settings against customers
- Monitoring Month End Sales large orders to get as many out in the month as possible
- Setting up a system of Quote follow up for all quotes sent through
- Work with the Marketing team on marketing strategy and promotional needs for Team’s customers
- Setting up Reporting structure needed for leading department
- Ensure customers are being profiled whenever possible
- Keeping a steady flow of continuous improvement ideas on department to help streamline processes
- Setting targets/KPIs in the department with Management to ensure we are rewarding the right actions
- Managing resources in department
- Driving web sales.
Key Performance Indicators (KPI’s)
- Have a complete handle on the systems/procedures of the Dept – able to step in and do any process if needed.
- Spot checks on Teams outstanding tasks – ensuring completion (CRM and MYN)
- Daily/Monthly Reports filled in and submitted to Managing Director
- 200-250 Orders inputted in Total (40-50 x per person)
- £1k+ Upsell per day (£400 GP)
- Average order value of £200+ working towards £250
- 300 incoming calls in Total (60 x per person)
- Deliver the best Quote Response times, aiming to SLA at 30mins
- Ensuring proactive calls are being made to customers, putting mins in per day