Sales and Customer Support Manager

Role: Sales and Customer Support Manager
Primary Location: Office-based in Maidenhead
Pay Rate: 50k
Duration: 12 Months

MAIN PURPOSE OF JOB

Responsible for ensuring efficient sales operations, compliance with internal and external standards and seamless customer interactions. Key business support for our commercial organisation, customers (NHS and Distributors), driving excellence in service delivery, operational efficiency and compliance.

ACCOUNTABILITIES

Customer Support & Sales Operations

• Manage customer queries and service requests, ensuring timely and effective resolution
• Coordinate training, procedures and activities support successful ISO audits
• Manage new customer set up and system updates, quote generation, pricing and promotion set up and management on SAP and NHS Supply Chain
• Manage new product set up and changes to product master data on SAP. Ensure proactive and timely communication of updates to product range and details to the sales team
• Manage extended warrantee agreement process, record keeping and coordinate with sales team to ensure customers are engaged in a timely manner to renew extended warrantees ahead expiry date
• Manage supply chain and logistics related matters impacting the sales organization including product availability, order status, quality holds and/or notices, and other matters raised with / by Galway customer services and supply team
• Coordinate sales team effectiveness in using Salesforce CRM for reporting customer touchpoints, opportunities and actions.
• Manage queries from sales team related to Salesforce, SAP, and supply chain matters timeously.
• Manage weekly and monthly salesforce effectiveness and performance trackers
• Coordinate sales team offboarding and new sales team starter onboarding, training, equipment and access as required
• Manage Salesforce updates including leads from events and ensure follow up in a timely manner
• Coordinate sales team support material accessibility, warehousing, distribution, withdrawal and destruction in line with policy

Distributor compliance management

• Manage and ensure accurate record keeping of distributor onboarding (and offboarding) responsibilities including CDA, 3PP, Quality records, Training and Distributor Contracts
• Ensure monthly tracking of distributor performance in line with key performance indicators and requirements of contract

Asset & System Management

• Manage asset booking in/out via SAP and coordinate returns to LM and/or Maidenhead as required
• Monitor and update asset records weekly in Salesforce (SFDC)
• Ensure accurate and timely SAP reporting, including daily sales and ad hoc reports

Audit & Compliance

• Lead internal audits, ensuring documentation and records are in order including free of charge inventory, asset management, distributor compliance, salesforce (CRM), sales team training compliance, sales team onboarding and offboarding, promotional material warehousing, distribution, withdrawal and destruction

NB

• This job description describes the principal and main elements of the job. It is a guide to the nature and main duties of the role as they currently exist, but is not intended as a wholly comprehensive or permanent schedule and is not part of the contract of employment

REQUIREMENTS & BACKGROUND

• University degree preferred
• Previous experience in business support role is essential
• A proven track record of developing and implementing procedures within commercial operations
• Experience in call monitoring system and strong knowledge of telephony KPI's
• SAP proficiency essential
• Salesforce CRM proficiency essential
• Microsoft Office (Excel, Powerpoint, Word) proficiency essential
• Strong project management and report writing skills essential
• Effective communicator, both articulate & verbally presentable with the ability to drive collaboration and performance of remote teams
• Excellent interpersonal skills with an ability to achieve results through influencing others and maintaining strong links other departments
• Strong attention to detail - follows up and checks accuracy
• Strong analytical skills and good business judgment
• High caliber individual - ambitious and driven to achieve excellent standards and to continually seek to improve processes
• Self-starter, possesses flexibility and ability to work under pressure in a fast-changing environment and ambiguous situations
• Positive attitude, team player with a high level of initiative, energy and enthusiasm

Randstad Business Support is acting as an Employment Business in relation to this vacancy.