Customer Service Sales Manager

Description:

Role: Customer Service Sales Manager
Location: Walsall
Salary: £31,000 - £35,000 depending on experience
Hours: 08:00 - 16:30 / 09:00 - 17:30 Rotating

An exciting opportunity has arisen as we continue to expand and develop, for a Customer Service Manager. You will be joining a fast-paced environment with a thriving and rapidly expanding business.

You will be required to lead, motivate and focus the Customer Service Team to achieve optimum performance should come as a second nature to you. You are required to have excellent communication, engagement and development of people skills supported by your exceptional attention to detail with a high degree of accuracy. Within the company, you are required to liaise with internal departments such as Purchasing & Warehouse. You will assist to deal with third parties, including couriers and manufacturers to ensure we provide our customers with the best possible service.

Key Duties will include:

Lead and motivate the customer service team to achieve optimal performance levels
Ensure daily KPIs and SLA targets are met consistently while delivering high-quality service
Handle customer queries via various channels such as chat, email, and phone
Develop service procedures, policies and standards
Keep accurate records and document customer service actions and discussions
Analyse statistics and compile accurate reports
Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
Keep ahead of industry’s developments and apply best practices to areas of improvement
Control resources and utilise assets to achieve qualitative and quantitative targets
Adhere to and manage the approved budget
Maintain an orderly workflow according to priorities
Build rapport with customers by providing accurate guidance
Address return queries effectively and seek sales retention opportunities
Engage in sales prospecting for new business opportunities
Maximize sales opportunities through in-depth product knowledge and commercial acumen
Develop product knowledgeCandidate Requirements

Previous experience in customer service management or a related field is essential
Demonstrated leadership skills with the ability to supervise and communicate effectively
Strong analytical skills to manage data and make informed decisions
Leadership abilities to inspire and guide the team towards success
Strong communication skills to effectively manage customer inquiries and interaction
Ability to analyse data and make strategic decisions for improving customer service processes
Clear verbal and written communication skills
Excellent organisational and planning skills
Must be highly organised, methodical and have excellent attention to detail
Proven experience in troubleshooting and multi-tasking abilities
Excellent interpersonal skills and able to work with a wide variety of contacts
Ability to work under pressure with competing demands, often to tight deadlines 
Package

Full-Time Employment – Permanent – Office Based
£32,000 to £35,000 depending on experience
Primarily Monday to Friday, rotating shift pattern 08:00 to 16:30/09:00 to 17:30 – a minimum expectancy of 40 hours per week. Additional hours available, including weekends when necessary to meet operational requirements
Reports to Head of Operations
On-site parking, company pensions scheme and employee discount.
Bonus scheme
22 days holiday plus bank holidays