Customer Service Manager
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الوصف الوظيفي Lead the Hire Desk team to commercially prioritise the market and key customers to ensure that the agreed targets for revenue, contact rate, average handling time and daily machine conversation (DMC) rates are met consistently each month Coach and develop Hire Desk team members with regards to presenting and engaging with customers and Sales colleagues
Follow company service standards, workflow, processes and procedures to ensure high quality service and compliance to overall operations, in line with the current company KPI’s Ensure your team understand the importance of following company process and the implications and consequences to the business they are not followed Develop and implement client satisfaction monitoring processes and systems Promote a “customer-focused” operation by collaborating with other departments across the business to develop, expand and implement solutions Ensure any revealed process gaps or improvement ideas are escalated
Work with closely with the field sales team and keeping them informed of any developments relevant to their accounts Build strong relationships with colleagues in other depots to enable and accept passing of remote hire orders Conduct post-sales follow up customer calls customer to increase renewal sales rates and ensure high levels of customer satisfaction Ensure HDC team conduct ongoing post-sales follow up with customer regarding extension of the Hire Contract, obtaining new purchase orders for expired contracts, and ensuring a high levels of customer satisfaction through regular courtesy calls, in line with monthly metrics and targets Redevelop dormant accounts to agreed percentage New Business Development Manage profitable growth targets for a portfolio of customers to achieve ‘above minimum’ prices to hit and surpass revenue targets Ensure existing and prospective decision-maker contact and sales targets are met in accordance with agreed key performance indicators Proactively seek and identifying new sales opportunities by targeting a combination of existing and prospective customers Successfully qualify, develop and convert leads and enquiries into orders to produce budgeted order conversion ratio Customer Satisfaction Send out and analyse post-hire customer satisfaction surveys. Identify results to provide specific enhancements that will make the customer experience more effective Feeding back customer and market information to colleagues in sales
Ensure customers are made aware of order, stock and delivery status Schedule the drivers, organise and prioritise the daily dispatch of machinery, taking into current availability and returning hires Managing and resolving any potential mid-hire events such as machine breakdown, exchange of a machine, extension of the hire. Updating customers and maintaining relations as necessary
Work with the General Manager to compile and implement effective email and targeted marketing and telesales campaigns to generate leads and drive revenue
Present to the General Manager each month on headline statistics and analysis with recommendations for changes. Fully appraise on any key issues
Set up and open new accounts, maintains records on the ERP system and performs related order processing tasks Ensure documentation and record compliance in line with internal policies and procedures Maintain high levels of data quality and accuracy Proven experience of managing and motivating a team to generate business and hit financial targets within a sales and service environment Track record in developing successful B2B sales and marketing campaigns Good working knowledge of Microsoft office applications DESIRABLE تفاصيل الوظيفة |
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