Customer Support Manager

High Wycombe

£38,000 - £40,000 per annum

We are seeking a proactive and experienced Customer Support Manager to lead our Internal Sales and Customer Service team. This role is crucial in ensuring an excellent customer experience from initial enquiry to post-sale support. The successful candidate will manage day-to-day operations, drive team performance, and implement strategies that enhance customer satisfaction and sales efficiency.

Responsibilities & Accountabilities

Lead and manage the Internal Sales and Customer Service Team
Oversee order processing, quotation preparation, and customer account management
Ensure timely and effective handling of customer enquiries, complaints, and technical support needs
Develop and implement existing customer service policies, procedures, and best practices
Monitor KPIs and team performance, providing coaching and support where needed
Collaborate with the external sales team, logistics, and operations to ensure seamless order fulfilment and resolve delivery issues
Identify areas for process improvement and lead initiatives to enhance the customer journey
Train and develop team members, fostering a customer-centric and sales-driven culture
Use CRM and ERP systems to manage workflows and reporting
Prepare and present the Sales Review reports, providing insights, commentary, and actionable recommendations
Issue quotes, diligently follow up, and ensure the Sales Team maintains a similar commitment
Maintain high team engagement and low turnover through effective communication and support
Ensure timely and professional resolution of all customer queries and complaints within agreed SLA's

Secondary and Support Responsibilities

Provide departmental coverage during team members' absences
Handle inbound sales calls and enquiries, providing product information and technical support to customers
Prepare and send quotations, process orders, and track delivery timelines
Maintain regular contact with customers to follow up on quotes, orders, and project updates
Support external sales representatives with administrative tasks and customer coordination. Assist with pricing queries, stock availability checks, and lead time updates
Provide frontline support during peak periods, staff absences, or high-volume situations
Manage customer accounts, including updates to contact information, order history, and service requests.

Key Competencies

Fluent English - Excellent written and verbal communication skills (essential)
Minimum 5 years' experience in a customer support, sales administration, or internal sales leadership role. (essential) 
People and conflict Management (essential)
Ability to lead and motivate a team in a fast-paced environment. (essential)
Proficient in all Microsoft 365 tools and CRM software (essential)
Confident in handling customer complaints, escalations, and service recovery (essential)
Organisational and time management skills, with the ability to prioritise and multitask effectively in a fast-paced environment. (essential)
High level of accuracy and attention to detail, particularly in order processing and quoting
A collaborative approach to working with cross-functional teams (e.g., sales, logistics, technical support)
Experience in a similar role within a technical or manufacturing organisation.
Strong interpersonal and communication skills
Understanding of order-to-delivery processes

Benefits

Salary between £36-£40k pa dependant on experience 
25 days annual leave plus (bank holidays) 
1 day holiday for birthday 
Company Pension Scheme 
Private Healthcare 
Free onsite parking 
Life Insurance

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